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Catrin E. Morris on English for COOKING CATERING RECEPTION

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ESP Series Catrin E. Morris on English for COOKING CATERING RECEPTION

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Contents Unit Topic Vocabulary Categories of catering Venues Services T ypes of catering outlets Kitchen staff Front-of-house staff Clothes Hygiene Kitchen areas Kitchen machinery and equipment Materials Food Nutrients Cooking techniques Dishes Courses Types of menus Different service techniques Types of crockery cutlery and serving plates/dishes Skills Reading: about the catering industry and different types of resta u ra nts Speaking and listening: ordering and serving in different types of catering outlets Writing: completing a catering survey and an entry for an online guide Reading: about roles and responsibilities of kitchen and front-of-hou se staff Speaking and listening: exchanging information a t a restaurant Writing: job profiles Reading: about kitchen staff uniforms and identifying items of clothing doing a kitchen hygiene quiz Speaking and listening: asking and responding to information about uniforms Writing: kitchen rules designing a personal hygiene poster Reading: about kitchen design and equipment Speaking and listening: discuss ing kitchen organisation and listening for technical data Writing: comparing different cooking appliances and technical data of cookware products Reading: about food and classifying it according to its nutrients about cooking techniques Speaking and listening: exchanging information about eating habits and nutrition following recipes Writi ng: a rec i pe Reading: about what makes a good menu labelling the different parts of a menu identifying different types of menu and finding food information Speaking and listening: ordering/taking an order from a menu comparing different menus Writing: a menu Reading: about the advantages and disadvantages of different service techniques doing a quiz about service rules Speaking and listening: prioritising a server s duties presenting customers w ith the bill Writing: about which type of service the student prefers a list of a servers duties

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Unit Topic Vocabulary Ingredients Cooking techniques Customs and traditions Types of bar Drinks Equipment A receptionists duties and responsibilities Hotel services and amenities Making complaints Explaining problems Apologising Offering solutions Skills Reading: completing factfiles about different nationality cuisines scanning recipes for information Speaking and listening: role p laying a TV chef show discussing ingredients and cooking techniques and creating a menu Writing: about foreign cuisine for a food website Reading: different types of bars identifying e ssential b ar equipment Speaking and listening: giving and taking orders at a bar doing a bar inventory Writing: an email ordering new stock for the bar Reading: the role of a receptionist hotel services and amenities brochure Speaking and listening: asking for and giving directions checking out Writing: completing an online hotel booking form writing an email to confirm a reservation Reading: about good customer service rules for dealing with customer complaints Speaking and listening: dealing with customer complaints Writing: completing a customer feedback form w riting an email of complaint 1 MP3 audio files downloadable from www.elionline.com 3

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4 1 Decide if these sentences about catering are true T or false F. 1 Catering is providing people with food and drink. 2 The term catering is only used for social situations like parties. 3 You find catering services only in hotels restaurants or cafes. 2 Read the text about catering and check your answers. Catering is the provision of food and drink and it is divided into two basic sectors: commercial businesses where the main aim is to make a profit and non-commercial businesses welfare where the main aim is to provide a non­ profit-making social service. Commercial catering is usually found in hotels restaurants pubs bars cafes or fast food outlets where you can eat in or take away the food and beverages you buy. But commercial catering can also be found in the transport industry in places such as railway stations airports or motorway service stations and on ships and trains where the place you eat is called a buffet car and offers self-service or on aeroplanes where on the other hand there is waiter service provided by the cabin crew. In other words whenever people travel any distance for work or pleasure they are able to eat and drink thanks to the catering service provided. Catering at private events such as social events or gatherings and wedding receptions or public events including rock concerts or football matches is also considered commercial. Welfare catering ranges from providing food for workers at a subsidised price in factory or office block canteens to catering in hospitals schools or prisons where people pay nothing or very little for the service. 4 3 Read the text again and match these words with the pictures. ntBn fa st food outlet service station self-service ---1 buffet car waiter service Complete the table with information from the text. Type of catering Types of venues Type of service 3 4 commercial 5 catering 6 7 takeaway 8 11 factory or office block self -service canteens 12 1 hospitals 9 10 buffet car 2 service station

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6 1 Listen to the following conversations. Decide where the people are and what the relationship between the people is friends colleagues customer and waiter/waitress customer and server cabin staff and passenger etc.. Venue Relationship Conversation 1 restaurant Conversation 2 customer and server Conversation 3 Conversation 4 7 2 Read the conversation in a cafe between a waiter and a customer and complete it with the expressions from the box. Then listen and check your answers. just y-to-ofCle r would you like still or sparkling we have two options yes of course an you tell me could I have Id like Ill have __________________ J Complete the sentences with the correct form of these words from the text. I bar beverages cafe I provision reception profit subsidised 1 Its really expensive to eat in at our local restaurant because you have to pay a service charge. 2 The wedding was held in a beautiful setting by the sea. 3 Were meeting in the tonight for cocktails at 7 p.m . 4 I love meeting my friends in a _______ _ and chatting over a cup of coffee. 5 We would like to inform passengers that we will shortly be passing through the first class cabins of this train serving hot and cold snacks and 6 Lets get a __ _ ____ tonight I dont feel like cooking. 7 Companies that run to help others and not to make money are non-_ _ __ -making. 8 Nowadays a lot of children in the UK have free or school meals because their families cant pay for them. 9 When there are wars or natural disasters organisations like the Red Cross are responsible for the of emergency aid . Wa iter: Are you l ready to order Customer: Yes. 2 _____ _ what todays specials are please Waiter: 3 a vegetarian pasta bake and a warm bacon and tomato salad . Customer: Mmm 4 _____ _ the warm bacon and tomato sa lad please. Wa iter: 5 some bread with that Customer: 6 some garlic bread please Waiter: 7 What wou ld you like to drink with your meal Customer: 8 water please. Waiter: 9 Customer: l0 sparkling water please. 8 Work in pairs. Role play similar conversations in a fast food outlet and on an aeroplane. Use the conversations in exercises 6 and 7 to help you. Conversation 1 Student A: you are a fast food outlet server. Student B: you are a customer. Conversation 2 Student B: you are cabin staff on an aeroplane. Student A: you are a passenger. 5

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6 9 Read the text and answer the questions. B usinesses focusing on providing catering services are varied and multiple. Restaurants offer customers a range of food drink and service options. At the high end of the market there are a la carte restaurants so-called because of the type of menu w hich lists and prices all items ind ividually and prepares dishes to order. Service is generally of a very high standard with w aiters/waitresses as well as specialist bar staff and wi ne waiters and the atmosphere is formal. Within this category gourmet restaurants are the most expensive reflecting the high quality of food and beverages and the fact they often have recommendations from important food critics and organisations which are highly prized. Table dhOte menu restaurants with fixed-priced menus a set number of courses with choices within each course are a cheaper alternativ e. Items on the menu are ready at the same tim e rather than made to order. This kind of restaurant is often fam ily-run with a more informal atmosphere. 1 What do restaurants offer customers A range of food drink and service options. 2 What is highly prized by gourmet restaurants Examples of specialist restaurants are steakhouses seafood or v egetarian restaurants. There are also ethnic restaurants providing food and drink from a particular country. The most widespread of these are Italian Indian and Chinese restaurants. Both ethnic and speciality restaurants can have either an El la carte table dhote or a combination of both kinds of menus. Nowadays many restaurants are part of a regional national or international chain so menus service ambiance and cost are unified and you know exactly what to expect. This is particularly true of fast food outlets many of which specialise in a particular type or region of cuisine and prepare food which is served and eaten quickly. These can either be eat-in restaurants which are mostly self-service or takeaway restaurants where you buy cooked food to eat somewhere else or sometimes both. Examples include pizzerias kebab or fish and chip shops. In addition to restaurants cafes coffee bars bars and pubs also provide catering although the focus may be more on drinking than eating. Cafes and coffee bars serve reasonably priced hot and cold drinks and light meals or snacks and are usually only open during the day. Bars and pubs are always open at night but increasingly they are serving food and drinks during the day too. In pubs the food is usually home-made and traditional w hereas bars tend to offer a European-style menu of salads and sandwich es. 6 Why do you know what to expect in chain restaurants 7 What is the main characteristic of fast 3 What are the main differences between table dhote and food resta u ra nts a la carte menus 8 When are cafes and coffee shops 4 What kind of food can you eat at a specialist restaurant usually open 5 Which are the most popular ethnic restaurants 9 How does pub and bar food differ

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1 Complete this catering survey about the area you live in. CATERING SURVEY Please tick your answer s • W hat kind of resrauranrs are available in your area 0 a la cam 0 gourmet 0 table dhote o specialist please specify 0 ethnic please s p ecify ------- o fast food oudets please spe cify _ 0 other please specify ______ _ • Is the service good 0 Yes usually. 0 Not always. 0 Sometimes. 0 Nor usually. • How much does an average meal COSt ------ • Are they easy Q reach using public transport 0 Y es they are. 0 Y es some are. 0 No they arent. • Are there many cafes bars and pubs available in your area 0 Yes there are. 0 No there arent. • What is good about them o cost 0 atmosphere o service o food and drink o other please spe cify _____ _ • What could be improved in them o COSt 0 atm osphere 0 service o food and drink o other ple ase specify _____ _ • Where would you recommend having an eat-in meal in your area and why I ______________ _ • W here would you recommend purchasing a takeaway meal in your area and why I ___________ _ • What catering services do you think are missing in your area l __________________ _ Use the information in exercise 10 to write a short entry for an online guide about the catering services available in your area. Include a general introduction and some specific recommendations. You could give marks for cost atmosphere service and food and drink and suggest the best dishes to try. Catering in my area is very varied .. . a la carte /relgko:t/ ____________ _ ambiance rembigns/ ____________ _ bar staff Ibo: sto:f/ ___________ _ beverage bevgJId3/ ____________ _ buffet car bufel ko:/_ cabin crew krebm kru:/ ____________ _ cafe UK coffee bar US krefer/ kofi bo:/ __ _ canteen /krenti:n/ catering keltgI1I/ _________ _ chain /tJem/ ____________ _ course /b:s/ cuisine /kwlzi:n/ ________ _ o eat in /to i:t 111/ __ _ family-run /fremrli fAn/_ _ ___ _ :a t food outlet /fo:st fu:d autlet/ ood critic /fu:d kntIk/ garlic bread /go:hk bred/ _ gourmet restaurant gUd I11el restront/ :nade to order /merd tu :dg/ motorway service station /I11gutgwer S3:vrs steIJn/ ___ prized /pralzd/ _____________ _ reasonably priced /ri:Zd I1gbli praIst/ ______ _ recommendation /rekgmendeIJI1/ _______ _ service charge S3:VIS tJo:d3/ _________ _ set number /set I1AI11bg/ ------------- snack /sI1rek/ social gathering sguJgl greogrIl/ _______ _ sparkling water SpO:klIl W:tg/ ________ _ special / speJl/ _____________ _ starter /sto:tg/ steakhouse /sterkhaus/ ------- still water /st" W:tg/ table d h6te /to:blgdgut/ takeaway / telkdwer/ __ _ venue /venju:/ __ _ waiter service / weItg s3:vrs/ ___ _ wedding reception / wedlI risepJn/ __ _ wine waiter /wam weitg/ 7

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1 Do you know who is who in the kitchen Put these restaurant kitchen staff jobs in order from the most senior to the most junior position. o chef de cuisine 0 sous chef 0 commis chef 0 chef de partie 2 Who do you think the chef de cuisine reports to Read the text about kitchen staff and check your answer. 8 Kitchen staff teams depend on the type and size of a restaurant. The chef de cuisine or head chef manages the kitchen gives directions on dish preparation takes decisions about portions and service to the public and does the most difficult processes. They check materials preparation times and methods hygiene and correct functioning of equipment. They plan staff tasks and hours. They are responsible for apprentices planning menus and buying raw materials. They supervise communication of orders and deliveries to the kitchen and restaurant and report to the food and beverage manager. Sous chefs are usually part of larger kitchens. They support the chef de cuisine and substitute him/her when absent. In particular they supervise the use of raw materials dishes and equipment do some preparation and take charge of preserving and storing foods. They also check maintenance and hygiene of equipment and premises as well as communication between the different kitchen sectors. The chef de partie substitutes the sous chef in smaller restaurants. They are technicians who prepare the dishes check the quality of raw materials and the maintenance and hygiene of the equipment and premises like the sous chefs. Besides that they assign the tasks coordinate their subordinates and manage orders and deliveries from suppliers. The final task they share with the chef de cuisine when there is no sous chef is trying new dishes or different preparation techniques and new equipment if necessary. Finally there are commis chefs who work at an operational level. They usually take care of meal preparation organise basic ingredients and carry out simple activities during the preparation of dishes. They must also check quality of products quantity of food and correct functioning of equipment. / / • • • • I • • • ..

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3 Match the photos with these activities from the text. 1 0 buying raw materials 2 0 giving directions 3 0 plann ing menus 4 0 preparing dishes 4 Read the text again. Complete the diagram with the additional tasks for each role. Start from the inside and work out chef • rakes care of ---- prepara Clon • organises basic ____ _ • carrI es our aC ClV lCles • checks and of food ------- ---- • checks correcr functioni ng of Chef de _ __ _ • checks and ----- _ of equipment and premises • assigns coordinates ---- from suppliers and -------- • manages __ _ • promotes new dishes and ____ _ • promotes new chef ------ • the chef de cuisine and substitutes him/her when --------- • preserves and stores _____ _ • checks between the different kitchen --------- Chefde ___ _ • manages the ______ _ • gives _______ on _____ __ preparation • takes about and service ro the • does the most _____ processes • checks preparatIOn _____ and methods • plans staff and • is responsible for planning ______ and buying _________ materials • supervises _________ of orders and ro the and restaurant Write a short job description. Remember to write what the responsibilities are and who the person reports to but do not write the job title so that your classmates have to guess which job you are describing. This person is responsible for ... 9

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6 Read the text about front-of-house staff and decide if the sentences below are true T or false F. The kitchen staff team plays a vital role in ensuring that diners enjoy their food but it is the front-of-house team who interact directly with customers and determine whether they enjoy their culinary experience. To do this they need to be polite friendly helpful and skilful. In hotels or important restaurants there is often a maitre dhotel responsible for managing bookings finding tables for customers assigning serving areas to waiting staff and supervising their work as well as dealing with any customer complaints. The head waiter is second in command and supervises service in a particular area of a restaurant but in smaller restaurants carries out the tasks of the maitre dhotel. The captain also called the chef de rang is usually responsible for running one area of the restaurant and supervising the work of two or three staff members. In particular the communication between the kitchen and the front-of-house allocating tasks and monitoring service. Waiters/Waitresses serve the customers during their meal by taking orders setting the tables and bringing out food when it is ready. In addition in larger restaurants there are busboys and busgirls who do basic tasks such as clearing tables or bringing bread and water to the tables. There are also some specialist roles front-of-house. There is often a food and beverage manager who is responsible for the overall running of a restaurant: planning the menu with the chef de cuisine creating the right atmosphere and ambiance hiring staff managing bookings and meeting and greeting customers. This last task can also be the responsibility of a host/hostess who takes bookings welcomes customers to the restaurant and shows them to their tables. The wine waiter or sommelier usually only present in more formal restaurants is responsible for choosing wines recommending and serving them to customers. The bartender prepares drinks for customers during their meal giving them to the waiters to take to the tables. When there is no sommelier the bartender may be responsible for a restaurants wine stock. n 3 Complete the conversations below between customers and different front-of-house staff with the expressions from the box. Then listen and check your answers. Conversation 1 booked a table for two Ill call you "4aT whats your name would you like to have Hostess: Good evening 1 Madam . Man and woman: Hostess: Man : Hostess: Good evening Sir. Good evening. Have you 2 Yes we booked a table 3 4 Sir Man: Mr Kilburn. Hostess: 5 a drink at the bar and 6 when your table is ready Man and woman: Thank you. Conversation 2 I youre welcom e a glass of dry w hite ..§.QrDe-4ifrfKS take a seat Ill have - - - Bartender: Good evening. Would you like to order 7 some drinks Woman: Yes please. Ill have 8 wine please. Man: And 9 ______ _ a pint of lager please. Bartender: Please 10 - ------ and Ill bring your drinks over. Man and woman: Thank you. Bartender: 11 ------------------ 1 Kitchen staff not front-of-house staff determine whether customers enjoy their culinary experience. F 2 Front-of-house staff must be friendly and polite. 10 3 The maitre dhotel is responsible for dealing with customer complaints. 4 All restaurants have a maitre dhotel and a head waiter. 5 The captain is the manager or the owner of the restaurant. 6 He/She supervises communication between the kitchen and front-of-house. 7 Waiters and waitresses do not take orders from customers. 8 Busboys and busgirls clear tables and bring bread and water to the tables. 9 The restaurant manager or the host/hostess can manage bookings and greet customers. 10 The bartender is never responsible for choosing wines for a restaurant.

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Conversation 3 meat dishes rg..c..o Wi en d the fi sh l there is a very good wed prefer Woman : What would you 12 recommend Wine waiter: Well if you are having 13 _____ _ I recommend a white wine like Sauvignon Blanc. Man: No I think were both having 14 Wine waiter: In that case 15 Merlot or a Shiraz. Woman: 16 Merlot please. Conversation 4 here are the m enu s the to t ake your orders V9 1 1J"-t-3bris ready Hostess: 17 Your table is ready. Would you like to follow me Man and woman: Thank you . Hostess: 18 ___ _ . The waiter will be here 19 _____ _ as soon as you are ready. bartender bo:tendg/ 0 book a table /tg bok g telbl/ ___ _ l usboy/busgirl bASbl/ bAS g3:1/ ______ _ -aptain k::.eptll1/ _________ _ -hef de cuisine /Ief dg kqizin/ __ _ -hef de partie /Jef dg paRti/ _________ _ -0 clear a table It" kllg " telbl/ _______ _ .:ommis chef Ibmi Jefl __________ _ .::I tomer complaint kAst "mg bmplernt/ :0 deal with /t" dl "l wio/ __________ _ ilivery IdIlIvgril ____________ _ .::ner damgl ::-om-of-house lfrAnt"vhaos/ __ _ -:ead waiter Ihed weit"/_ : hire staff /t " haI" sto:f/ 8 Work in pairs. Lool at the information below and role play similar conversations in a restaurant. Use the conversations in exercise 7 to help you. Conversation 1 Student A: you are a host/hostess - there are no free tables so ask the customer to wait at the bar. Student B: you are a customer - you booked a table for four at 8 p.m . Conversation 2 Student A: you are a customer - you want a glass of mineral water. Student B: you are a bartender - ask if the customer wants still or sparkling water. Conversation 3 Student A: you are a customer - ask the wine waiter to recommend some wine. You want to eat fish . Student B: you are a wine waiter - recommend two red wines then two white wines . Conversation 4 Student A: you are a waiter/waitress - invite the customer to follow you to the table and ask if he/she is ready to order. Student B: you are a customer - say you want to wait for your friends to arrive. host/hostess /h"ost/ h"ostisl ________ _ maintenance llle mtm"ns/ ______ _ maitre dhotel IllletJ"d d " h"utel/ _______ _ to manage bookings Itg m::.erud3 bokIIZ/ ____ _ to plan the menu Itg pl::.en d" menju:/ _____ _ premises prellllslz/ ___________ _ to preserve It" pnz3:v/ ___________ _ raw material Ir: lll"tr"li"l/ ---------- serving area S3:Vil egria/ _________ _ to set the table It" set Od telbl/ --------- sous chef Isu Jefl ____________ _ to store It" st:1 --------- task Ito:skl ---------- waiting staff weJtrl sta:f/ ______ _ wine stock Iwarn stokl 11

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1 Decide if these sentences are true T or false F. 1 Chefs only wear a uniform to look good. F 2 The clothes they wear are practical and comfortable. 3 Kitchen staff uniforms are mostly white so you can see any dirt. 4 Clothes do not protect people against germs. 2 Read the introduction to kitchen staff clothes and check your answers. Kitchen staff wear uniforms for different reasols: to identify the professional role so chefs can do their job and for personal hygiene and safety. You can always recognise a chef by his / her uniform but the clothes are also practical and comfortable enough to work safely and efficiently in the kitchen environment. The uniform is mostly white in colour so that you can see any dirt and the clothes protect against germs that can cause food poisoning. 3 Read the rest of the text about kitchen staff uniforms and label the clothes with the words in bold in the text. 12 The most famous part of the chefs uniform is the toque the chefs hat. It is usually made of white paper or material and it covers hair which should be clean and short to avoid any contact with food or dirt. Nowadays some chefs prefer to wear a bandana a piece of coloured material which is also hygienic as it completely covers hair. Some chefs also wear a triangle a kind of scarf usually made of cotton rolled up around the neck to absorb sweat and stop the neck from getting cold. Another important garment is the chefs jacket which is usually made of good quality white cotton heat-resistant and easy to wash. Jackets are usually double-breasted with specia 1 material or plastic buttons which do not melt or drop into food. This kind of jacket is quickly removed in an emergency or reversed if it becomes stained on one side. Wide roll-up sleeves aim to protect arms from heat and burns. Kitchen staff must carefully tie an apron around their waist making sure it covers them right down to their ankles and folding it over at the top to provide extra heat protection. They should be careful to cover the knot so that it cannot catch in anything causing danger. The torchon is a piece of material used to pick up and move hot things and should always be tied to the apron. Chefs trousers need to be made of nonflammable material without a hem because bacteria can grow there. Some women wear a skirt which meets the same standards. Chefs wear comfortable lightweight shoes made of leather or another natural material as they stand up all day. Non-slip soles a thick upper part and a protective steel cap are all important details to help avoid burns or accidents. Before work chefs put their own clothes away to prevent possible contamination and all staff wear clean uniforms every d ay. pi toque I

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4 Match these words and expressions from the text with their definitions. 1 accident 2 burn 3 stained 4 to melt 5 dirt 6 to fold 7 hem 8 hygienic 9 nonflammable 10 sweat a D a substance that makes something unclean b I a sudden event that can cause someone damage or injury c D to change a sol id into a liquid by heating it d D liquid that forms on your skin when you are hot e D not likely to cause illness or disease D something accidentally marked with liquid g D something that does not catch fire easily h D the bottom edge of something like a dress turned up to make it shorter D damage from something hot D to turn one part of something over another 5 Read these kitchen rules and complete them with the missing information from the box. You can refer back to the text for help. accidents ankles apro n burns clean cover dont emergency hair jacket materials move neck shoes sf+on top pic k up triangle tro users wa ist wear - Keep tjot-tr- VlClLr- 1 short Cll/\o 2 _ - 3 tjot-tr- 4 _____ wLtVl Cl toqt-te or- Cl bCll/\oClI/\CI. - WeClY" Cl 5 _____ to R-eep tjot-tr- 6 _ ____ WClr-1M- Cll/\o or-tj. - MClR-e st-tr-e tjot-t CClI/\ tClR-e tjot-tr- 7 _ - n.e tjot-tr- 9 _ _ __ Clt tjot-tr- 10 _ IM-ClR-e st-tr-e Lt cover-s tjot-tr- 12 __ _ off eClsLLtj 1.1/\ ClI/\ 8 __ __ foLo Lt over- Clt tVle 11 - vtse Cl to Y"CVl ° I/\ to 13 Cll/\o 14 _____ VlOt tVlLl/\gs. - 15 1/\01/\f-ClIM-IM-ClbLe 16 to pr-otect tjot-t fY"OIM- f1-r-e . - 17 pt-tt Cl VlelM- 1.1/\ tjot-tr- 18 or- SR-Lrt. - AVOLo 19 or- 20 btj weClr-Ll/\g Cll/\tL-sLLp soLes Cll/\o pr-otectLve steel CClp 21 6 4 Listen to the conversation between the head chef and a new commis chef on his first day at work and put a tick v next to the correct things and a cross C next to the incorrect things. 00 toque D bandana D jacket D buttons D triangle D apron D torchon D trousers D shoes 4 Listen again and complete the conversation with the missing information. Head chef: Wheres your toque Head chef: Let me look at your trousers ... Good Commis chef: I havent got one chef but Ive got a bandana. Head chef: OK. Wear it then That jacket should be 1 Commis chef: I know chef. Sorry chef Head chef: What are the 2 made of C ommis chef: Head chef: Commis chef: Head chef: Theyre plastic chef. Hmm Have you got a triangle No chef but Ive got a long apron. Good Tie it carefully around your 3 and fold the top over. C ommis chef: Like this chef Head chef: Thats right but you need to tie your torchon to your apron. Commis chef: Yes chef theyre 4 and theres no5 ___ _ Commis chef: No chef Head chef: But you need to buy new shoes. Those have 6 _ but they dont have a 7 _ cap. Commis chef: No chef Sorry chef Ill buy some Head chef: Commis chef: Head chef: new ones tomorrow. One more thing ... Put your clothes away in a locker. You cant leave them out like that. There may be 8 on them . Right away chef At least your uniform is clean which is something 13

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8 Match the personal hygiene symbols you see in a kitchen with the expressions below. 1 QJ cover cuts with plasters 2 0 disinfect work stations 3 0 do not sneeze over food 4 0 no smoking 5 0 wash your hands 6 0 wear disposable gloves 9 How much do you know about personal hygiene in the kitchen Do this quiz and find out What parts of the human body can often lead to food contamination A Feet. When should you wash your hands if youre working in the kitchen A Frequently during the day. B Once before starting work. C Twice before starting and after finishing work. .. fJ Why shouldnt you transit from dirty to clean areas A It causes contamination. B It makes a mess. C Its rude. Which of these things should you not do in a food preparation or storage area A Chew gum . B Eat food . C Smoke. D Any of these A B C. What should visitors wear when entering a food preparation area A Anything they like. B Protective clothing. C Their outdoor clothes. What should you do if you wear glasses A Keep them in your pocket. B Tie them around your neck. C Wear contact lenses. Why shouldnt you wear nail varnish if you are working in a kitchen A It can chemically react with the food. B It can fall off into the food. C You cant see if your nails are dirty. Why is it a good idea to wear coloured plasters if you have a cut on your hand A To make you feel happy. B White ones get dirty more quickly. C You can see them if they fall off. --- When should you wear disposable gloves A If you have a cut. B If youre handling delicate foods. C In both cases. What should you do if you feel unwell A Dont handle food. B Tell your supervisor. C Both of these things.

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1 Read this hygiene manual and check your answers. - \ - As ki tchen staff you have a vital role to play in hygiene in a food outlet because you can contaminate foods in many different ways: for example through your skin in particular your hands or through your eyes nose ears and throat. So what can you do to avoid contamination of food I • Carefully wash and dry your hands before handling food and wash and dry them again frequently during work. Dry your hands with clean tOwels disposable paper rowels or under a hand dryer. • Never transit from dirty ro clean areas ro avoid cross contamination . • Wear clean protective clothing such as an apron overalls or jacket. Visitors should do the same. Keep your I personal clothes and other personal items away from where food is stored and prepared. • Never smoke chew gum eat or bring children or animals intO a food handling or food srorage area. • Never cough or sneeze over food or where food is prepared or srored. • If you have long hair tie it back or cover it and securely tie glasses around your neck. • Keep your nails short so they are easy ro clean and do not wear nail varnish as it can fall off into the food. • Do not wear jewellery and do not carry any objects such as pens in your pockets or avoid pockets altOgether and use Velero rather than buttOns. • If you have cuts make sure they are completely covered by a waterproof plaster or a bandage. Use brightly coloured ones you can see easily if they fall off. Wear disposable gloves over the tOp of plasters if you have cuts on your hands or when you are handling delicate foods and change them reg ular y. • Tell your supervisor and do not handle food if you feel unwell. • Carefully disinfect your work station after each session. Work in pairs. Choose the five most important personal hygiene rules and design a poster with words and pictures to illustrate them. accident /reksldgnt/ ____________ _ knot /not/ ______________ _ anti-slip sole /rentislrp sgul/ _________ _ leather / leog/ _____________ _ apron /elpl"dn/ ______________ _ material/mgtIgrigl/ _____________ _ bandage /brendd3/ __________ _ to melt /tg me lt/ --------------- burn /b3:n/ ______________ _ nail varnish /ner vo:nrJ/ __________ _ button / bAtgn/ ___________ _ nonflammable /nonflremgbl/ to cough /tg kof/ ____________ _ overalls /guvgr:l/ ___ _ cut /kAt/ ______________ _ protective steel cap /p l"dtektlv sti: krep/ dirt /d3:t/ ______________ _ roll-up sleeve /fdulAp sli:v/ ________ _ disposable /dlspguzgbgl/ __________ _ safely /selfli/ ------ double-breasted /dAbglbrestId/ ________ _ securely /slkjugli/ _______ _ to fold /tg fguld/ ____________ _ to sneeze /tg SI1I:Z/ -------------- food poisoning /fu:d PIZgllll/ ________ _ stained /stemd/ --------------- food storage area /fu:d st:nd3 egrig/ ______ _ sweat /swet/ ------------ garment /go:mgnt/ _____________ _ to tie /td tal/ ---------------- glove/gv/ _______________ _ toque /tk/ hand dryer /hrend dralg/ __________ _ torchon /tRJ5/ _____________ _ to handle /tg hrendgl/ ___________ _ triangle /trarrelJ9I/ ____________ _ heat /hi:t/ _______________ _ waist /weIst/ ---------------- hem /hem/ _______________ _ waterproof plaster /W:tgpru:f plo:stg/ _____ _ jewellery /d3U:glli/ ____________ _ wide sleeve /ward sli:v/ ------------ 15

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In tne Kitchen 1 Match the kitchen areas with their uses. 1 The main kitchen is .. . 2 The cold preparation section is ... 3 The service area is ... 4 The storeroom is .. . 5 The cold storage room is .. . 6 The dishwashing area is .. . a D where equipment and non-perishable goods are stored. b D where dishes pots and pans are washed and stored. c where hot food is prepared. d D where orders are placed and waiting staff collect food. e D where perishable goods are stored. f D where raw ingredients are prepared. 2 Read the text and check your answers. K itchen design may vary according to the following things: the food outlet location the type of customer the number of covers the menu the service and the number of staff. However the organisation of every kitchen should always follow two basic rules: a linear production line so that there is a logical progression from preparation to service to improve efficiency and a separation of processes to avoid contact between raw materials packaging leftovers and kitchen waste which can lead to contamination. Therefore the kitchen should be in a strategic point between the storage areas and the restaurant so that raw materials are conveniently stored and final dishes are served quickly to customers. Access to storage premises should be easy for vehicles carrying goods and waste from outside but totally separate from food preparation areas. Storage premises should cover the smallest possible area to avoid wasting space and to ensure the regular supply of raw materials. Inside the kitchen space is divided according to the type of activity carried out in different areas. Each area or specialist station is equipped and located to communicate with the other areas. For example the cold preparation section the area where raw materials are prepared must be near the cold storage rooms where perishable goods are stored. Next to this you usually find the storeroom where equipment and non-perishable goods are stored. Whereas the main kitchen or hot dish section where hot food is prepared must be directly connected to the service area where orders are placed and waiting staff collect food. This in turn must be near the dishwashing area where dishes pots and pans are washed and stored. IrF I service area I U 1 I main kitchen ifi :G 3 Read the text again and answer the questions. 1 What do you need to consider in kitchen design 2 What does a linear production line improve 5 Why should storage areas be small 6 Where must the cold preparation section be 16 3 What does a separation of processes help avoid 4 Where should the kitchen be 7 Where are equipment and non-perishable goods stored 8 Where are dishes stored

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4 Match the words to their definitions. 1 leftovers 2 storage 3 equipment 4 waste 5 packaging a 0 the container or material that a product is sold in b 0 food which remains after a meal c 0 materials that are not wanted and remain after you have used something d 0 when you put things in a safe place until you need them e 0 the tools that are used for a particular job or activity 5 n 5 Complete the conversation between a restaurant manager and a head chef about a kitchen design with the information below. Then listen and check your answers. ell und good cen go could be do you egeee d you thln- "-you yo J I do I dont like to I suggest sho uld be they need to be what about - -- - --- -- - Manager: What ideas 1 have you got for the kitchen design chef Head chef: Well the new menu isnt too big or complicated so 2 a simple linear design. Manager: Where 3 the storage areas should be Head chef: The cold storage 4 _____ _ next to the storeroom at the back of Manager: Head chef: Manager: the kitchen with external access for deliveries and internal access to the cold preparation section. OK but 5 _____ _ quite small because there isnt a lot of space back there. Thats fine. 6 have too many goods in storage. 7 the main kitchen and the dishwashing area Head chef: Well the main kitchen 8 ___ directly in front of the cold preparation area which should be behind the service area so we get hot dishes out quickly to the serving staff. 9 Manager: Yes 10 _______ _ Head chef: And the dishwashing area 11 __ either to the left or the right side of the main kitchen so that dirty dishes can come back into the kitchen without getting in the way of the preparation area. Manager: Yes that 12 to me ------ 6 Work in pairs. Role play a conversation between a food and beverage manager and a head chef. Discuss the type of kitchen design you want. Use the conversation in exercise 5 and the suggestions below to help you. How about... /What about ... Why dont we .. . Lets ... I suggest... What do you suggest What do you think about... I agree ... I dont agree ... I think it should be ... I like/dont like/prefer ... It can/could .. . Manager: Head chef: What ideas have you got for the kitchen design Well ... 17

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Match the pictures names and uses of some basic kitchen food preparation appliances. food blender food mi xer me3.t-sier mincer weighing sca les • rl meat slicer m IL-_ __ --...J B c- _ __ -----I I:J L- _ __ --...J D L- _ __ ----- 1 2jJ to cut cold and cooked meat 2 D to measu re quantities 3 D to mi x blend and puree ingredients 6 Listen and check your answers. 4 D to beat whip and mix ingredients together in a bowl 5 D to chop meat finely to make sausages stuffing or sauces 9 Read the text about kitchen cooking appliances and answer the questions. J 18 l l A gas cooker is the most common and versatile cooker because it has a stable regular flame with gas rings on top and an oven underneath but it is difficult to regulate the heat. An electric cooker is more expensive but considered safer from fire risk. It too has an oven underneath which is easier to operate than a gas oven. An induction cooker uses induction heat which unlike other forms of cooking generates heat directly in the pot or pan making cooking faster and easier as well as more energy-efficient. A deep fryer has one or more stainless steel tanks which contain fat to deep-fry and also drain the food when ready. The tanks can run on gas or electricity. Food is crispy but can be fatty. What is good and what is bad about.. . 1 a gas cooker 2 an electric cooker good: versatile stable and regular flame bad: difficult to regulate the heat 3 an induction cooker 4 a deep fryer A static oven ru n on gas or electricity is the most traditional type of oven. It has two heating elements one at the top and one at the bottom which diffuse the heat. Cooking quality is excellent but only one or two dishes can cook at a time. Similar ovens of a larger size are used to make bread pastries and desserts. A fan oven has a heating element at the back of the oven and a fan circulates the heat. It heats quickly and evenly so many dishes can cook simultaneously. A microwave oven works by heating the cells of foods through microwave radiation from the inside out. It is good for reheating or defrosting food or quickly cooking products with a high water content but there are some worries about health risks. 5 a static oven 6 a fan oven 7 a microwave oven

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1 7 Listen to the product descriptions for these cookware items and complete them with the missing words. Then match the descriptions with the pictures. 1 0J A casserole dish is cylinder-shaped with one or two 1 handles and a lid. It is wide and low and can be 2 of aluminium cast iron iron earthenware or stainless steel. It is used to boil 3 _ _ pasta pulses and prepare soups sauces stocks and creams. 2 D A frying pan is 4 or oval-shaped with a rounded edge. It has one long handle and has 5 _ sides. It can be made of aluminium steel or cast iron. It is used for frying sauteing or roasting. 3 D A stockpot is a wide and high cylinder-shaped pan with one or two 6 and a lid. It is usually made of aluminium or stainless steel and is used for boiling 7 for pasta or making stocks. 4 D A sauteuse is a low casserole 8 _ generally made of stainless steel with one handle and outward curving edges used to saute and prepare 9 5 D A braising pan has high sides and is long and 10 __ usually rectangular in shape. It is made of stainless steel has a lid and is used to braise or stew big 11 of meat. 6 D A fish kettle has 12 _ sides and is a long oval or rectangular shape usually made of aluminium. It has a lid and a pierced double 13 _ you can lift up to drain a fish after boiling or steaming it. 7 D A roasting pan is a wide but low 14 usually made of aluminium steel or heat-resistant earthenware. It has two handles and is used to roast meat etc. in the 15 to beat /tg bi:t/ _____________ _ goods /gudz/ _____________ _ to blend /tg induction cooker /rndAkJn kukg/ -------- bowl lid/hd/ ______________ _ to braise /tg brelz/ ____________ _ meat slicer /mi:t slaIsg/ ____ _ braising pan /breIZII pen/ _________ _ mincer /mmsg/ ________ _ casserole dish kesgldul dIJ/ _________ _ packaging / pekld311/ ____ _ cast iron /ko:st aIgn/ ___________ _ perishable / peliJgbl/ ___________ _ to chop /tg tJDp/ ____________ _ pierced /plgst/ _____________ _ cold meat /buld mi:t/ ___________ _ pots and pans /pDtS gnd penz/ ________ _ cold storage /buld st:1:nd3/ _________ _ to puree /tg pjoorel/ ____________ _ cooked meat /kukt mi:t/ __________ _ to reheat /tg ri:hi:t/ ____________ _ cookware /kukweg/ ______ _ roasting pan /ldUstllJ pen/ _________ _ cover /kA Vg/ ______________ _ to saute /tg crispy /knspij _____________ _ stainless steel /stemlgssti:l/ _________ _ curving edge /k3:VIIJ ed3/ _________ _ to steam /tg sti:m/ ____________ _ to deep-fry /tg di:pfraI/ __________ _ steam oven /sti:m AVgn/ __________ _ deep fryer /di:p fraIg/ ___________ _ steel/sti:l/ ______________ _ to defrost /tg di:fmst/ ___________ _ to stew /tg stju:/ _____________ _ dishwashing area /dlfwDJIl egrig/ ______ _ stockpot /smkpDt/ ___________ _ to drain /tg drern/ ____________ _ storeroom /st:1:rum/ ____________ _ earthenware /3:fkmweg/ __________ _ stuffing /stAfII/ ____________ _ ian oven /fen A vgn/ ___________ _ tank /telk/ _____________ _ fish kettle /fIJ ketgl/ ___________ _ tasty /telsti/ ______________ _ iood mixer /fu:d mlksg/ __________ _ waste /welst/ --------------- frying pan /fraIl pen/ __________ _ weighing scales /well skeIl/ ________ _ gas ring /ges rIl/ _____________ _ to whip /tg Wlp/ _____________ _ 19

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1 Label the eatwell food plate with the different food categories. 1 milk and dairy foods 2 foods and drinks high in fat and/or sugar 3 fruit and vegetables 4 meat fish eggs etc. 5 bread other cereals and potatoes 2 Readthetextaboutthe quantities of different types of food we need to eat and check your answers. We shou ld eat a lot of fruit and vegetables at least five porti ons a day because they contain vitamins and minerals which are important to keep our body and mind healthy and fibre which helps digestion and makes us feel fuller so we eat less. Fruit and vegetables are also low in fat and calories so they help reduce the risks of heart disease diabetes and obesity. A portion of fruit can be one apple two kiwi seven strawberries or one slice of melon. A portion of vegetables can be four tablespoons of spinach or green beans three tablespoons of carrots peas or sweetcorn or a medium size tomato. We should also eat a lot of potatoes bread rice pasta and other starchy foods because they contain carbohydrates which give us energy but also fibre calcium and vitamin B. Some s tarchy foods are high in fat but still healthier than fatty foods. Wholegrain va rieties like brown rice wholemeal bread and pasta are particu larly healthy. Potatoes are vegetables but are classified as starchy foods and they are better for us when the skins are le ft on and when boiled or cooked in low-fat oil. We need to eat some milk and dairy foods because things like cheese and yoghurt provide good sources of protein which our bodies need for growth and repair and even higher levels of calcium vital for strong bones. The fat in dairy products is saturated and th is can make us overweight and raise levels of choles terol in the blood increasing the risk of heart attacks and s trokes. There are lots of healthier choices we can make such as using low-fat milk and dairy products using vegetable oil rather than butter and creme fraiche instead of cream in recipes. 20 We should eat some meat fish eggs and pulses as they are full of protein vitamins and minerals. Red meats like beef and lamb conta in iron and vitamin B12 important for healthy blood but they are high in saturated fats which are bad for us. It is important to buy lean meat eat lower-fat white meats like turkey and chicken without the skin avoid too much processed meat such as sausages and burgers grill not fry food without add ing fat and eat less meat. Fish is a good alternative protein as it is low-fat and contains fatty acids which prevent heart disease. E ggs too are good for protein and vitam ins as are pulses including beans lentils and peas which are cheap and low in fat but high in protein fibre vitam ins and minerals.

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Read the text again and put the foods in the correct column according to their principal nutrient. Can you add any more of your own Calcium Carbohydrates milk ______ _ potatoes __ _ cakes ___ _ Yogurt Y ou should only eat a little of foods and drinks high in fat and/or sugar. We need some fat in our diet but too much can make us overweight. Saturated fat is particularly bad for us. Unsaturated fats derived from vegetables have he same calories but lower cholesterol so are healthier for us. They are found in nuts vegetable and olive oils and fish like salmon and tuna. We should not eat too many fatty-sugary foods and drinks: cakes biscuits chocolate and soft drinks. These can cause tooth decay and obesity. Drink water not sugary drinks do not add sugar to food or drink use fresh fruit not jam marmalade or oney. It is a good idea to eat less salt because it causes high blood pressure heart disease and strokes and use seasoning like black pepper garlic and fresh herbs instead. Last but not least avoid too much fast food. Protein Vitamins Minerals apple Read the text again and complete these sentences. 1 We should eat at least five portions of fruit and vegetables a day. 2 Fruit and vegetables are good for us because they are low in fat and 3 Carbohydrates li ke potatoes bread rice and pasta give us __ _ 4 The high levels of calcium in milk cheese and yoghurt is vital for strong _ 5 fats from animals can make us overweight and cause higher cholesterol levels in our blood. 6 are full of iron which we need for healthy blood. 7 are cheap low in fat and high in protein. 8 ___ fats from vegetables are healthier for us. 9 Fatty-sugary foods can cause tooth decay and Work in pairs. Write down what you usually eat every day then ask your partner about what he/she usually eats and make notes. Use the information in the text to help you. A: What do you usually have for breakfast B: I always have cereal with low-fat milk toast butter and marmalade. Report back to the class. Do you think your partner has a healthy balanced diet What do you think he/she should eat more or less of I think my partner has a balanced diet because he/she eats .. . He/She should eat more .. ./Iess ... 21

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Match the cooking techniques with their pictures and definitions. baking barbecuing boiling fr/"g grilling microwaving poaching roasting sauteing steaming 1 d to cook food in hot oil or fat 2 0 to cook food in a liquid like water until it forms bubbles 3 0 to cook food on a device on a cooker that radiates heat from above the food 4 0 to cook food quickly using a device which passes electricity through it instead of using heat 5 0 to cook food with the hot wet substance produced when you heat water 6 0 to cook in an oven by dry heat without direct contact with a flame 7 0 to cook meat or vegetables in an oven in direct heat 8 0 to cook meat fish or other food outside on a metal grill over an open fire or on a special appliance 9 0 to cook something in water milk or another liquid that is boiling gently 10 0 to cook something quickly in a small amount of butter or oil 8 8 Complete this typical English recipe with the missing words then listen and check your answers. add bake boil chopped ..J- Lit- drain grated heat poach pour season sliced stir Preparation time: 45 minutes Cooking time: 30 minutes Ingredients 400 g skinless white fish 400 g skinless smoked fish • 600 ml full-fat milk 1 small onion 1 cut into four herbs 4 eggs 2 parsley 100 g butter SO g plain flour 1 kg potatoes peeled and evenly 3 ----- 50 g 4 __ cheese Method 5 the fish in 500 ml of milk together with the onion and the herbs for S minutes. When ready remove the fish 6 the milk allowing it to cool and flake the fish into large pieces in the baking dish. 7 __ _ __ the eggs in water for S minutes. When ready drain the eggs and let them cool in cold water. Then peel slice and pur them on top of the fish. 8 the chopped parsley. To make the sauce melt half the butter in a pan 9 in tbe flour and cook for 1 min over moderate beat. Remove the pan from the beat 10 _ in a little of the cold poaching milk then stir until blended. Continue to add the milk gradually mixing well until you have a smooth sauce. Rerum it to tbe beat bring to the boil and cook for 5 minures stirring continuous ly. Remove from the heat 11 with salt pepper and tben pour over the fish. 12 200°C/fan lS0°C/gas mark 6. Boil the potatoes for 20 minutes. Drain season and mash them with the remaining butter and milk. Put them on top of the pie arranging them with a fork. Add the cheese and then 13 _____ for 30 minures. the oven to

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9 Reorder the recipe for cheesy grilled mushrooms. Then listen and check. i g g g g Method a D Blend together the mushroom stems bread herbs garlic salt and pepper. b D Brush the top of the mushroom with olive oil and butter and grill for 4 minutes. c D Remove from the grill stuff with the blended mixture and grated cheese. d D Return to the grill and cook for an additional 4 minutes. e D Serve on a bed of fresh rocket with a vinaigrette dressing. f D Wash four large flat mushrooms cut off the stems and chop them finely. 1 Write a list of the ingredients you need to make the recipe. Ingredients 10 bake /td beIk/ 0 barbecue /td ba:blkju:/ __ bean /bi:n/ beef /bi:f/ black pepper /blrek pepd/ bone /bdun/ dairy /dedri/ _ _ __ _ i111·fat/half-fat milk /fulfret ha:ffret mrlk/ _ growth /grdu8/ eart attack /ha:t dtrek/ :.eart disease /ha:t dlzi:z/ iigh blood pressure /ha blAd preJd/ :amb /lrem/ :eall meat /li:n 1l1i:t/ entil / lentrl/ :o\\"· fat /ldufret/ 0 mash /td 1l1reJ/_ :.-:erweight /dl.Ndwen/ :adey /pa:sli/ Look at the ingredients of this typical British rhubarb crumble and cream recipe and complete the preparation method with the right ones. Ingredients For the cmmble mixtllre • 250 g cold unsalted butter cut into small chunks • 400 g plain flour • 200 g golden caster sugar a pinch of salt Preparation method For the jilling 700 g rhubarb chopped into 2.5 cm pIeces • 2 tbsp gold en caster sugar plus extra to sprinkle • Y2 lemon juice only • 1 knob of unsalted butter Preheat the oven to 180°C/gas mark 4. Place all the ingredients for the crumble mixture in a large bowl. Rub the butter into the 1 flour suga r and 2 Put the rhubarb into a buttered earthenware dish . Sprinkle with the sugar pour over the 3 _ jUice and distribute the flakes of butter over the fruit. Cover the fruit with the 4 mixture sprinkle over a little extra golden 5 . Place into the oven and bake for 35-40 minutes or until golden on top. 1 Write the recipe of a typical dish from your country. Use the vocabulary from this unit and the recipes in exercises 8 9 and 11 to help you. Work in pairs and take turns to dictate your recipe to your partner. Do not tell him/her what your recipe is but see if he/she can guess from the ingredients and the method. The preparation time is about... The cooking time is ... plain flour /plem flaud/ to poach /td pdutJ/ to pour /td PJ:/ The ingredients are ... The method is ... processed meat / prdusest 1l1i:t/ to rub /td rAb/ rocket / mkIt/ to season /td s i:zdn/_ sliced /slalst/ smoked /s1l1dukt/ smooth /S1l1u:o/ soft drink /soft drnM_ starchy food /sta:tJi fu:d/ stem /stem/ to stir /td st:3:/ stroke /stfduk/ tablespoon /telbdlspu:n/ __ tooth decay /tu:8 dlkel/ turkey /t:3:ki/ _ wholegrain/ wholemeal /h dulgrem/ /hdulmi:1/ 23

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1 What do you know about preparing a menu Write T true or F false. A menu ... 1 only provides a list of food and prices. 2 is often a customers first introduction to a restaurant. 3 does not usua lly give prices for all the items served in a restaurant. 4 is an important marketing tool for a restaurant. 5 is not someth ing that sticks in the minds of customers. 6 can express the style and personality of a restaurant. 7 can make customers want to come to the restaurant. S can establish what kind of customers come to a restaurant. F 2 Read the first paragraph and check your answers. ID A good restaurant menu provides much more than just a list of food with prices. The menu is often a customers first introduction to a food outlet and is therefore an important marketing tool for it. A menu can express the style and personality of a restaurant establish what kind of clientele it will attract depending on cost and the type of menu on offer and make the restaurant stick in the minds of new customers so they want to come back. 20 _________ _ Before deciding on a menu you need to do some market research of the local competitors by looking at their menus their web sites and seeing what marketing strategies they use. Wider research into regional national or global trends in peoples eating and drinking habits can also be useful. For example are there more vegetarians today than there were a few years ago and should you consider this in your menu Do people prefer eating locally sourced fresh organic produce and how can your menu reflect and promote this After your initial research it is important to fully understand the location as 80 of your potential customers will probably be people who live or work within ten minutes of your restaurant. What can you offer them on your menu that other restaurants in the area do not 30 _________ _ Your menu should also be easy for customers to read and understand visually. Good layout helps here. A small plain text menu can create a sophisticated and elegant image whereas a bright bold menu full of pictures might emphasise a particular tourist location or a fun side to the restaurant. Organise information in columns and make sure print is large and clear enough to read. Do not create a menu that is too big to handle ensure your menu is seasonal and up-to-date and provide clear information about surcharges such as service cover or bread and accompaniments like vegetables. The cost of a meal should not be a surprise to the diners so ask yourself if you would be happy to pay that price for that meal in that restaurant in that location at that time of day or year. If the answer is yes then it is probably a good menu 40 __________ _ The organisation of items on a menu tends to determine the way in which customers choose from it. So if you sequence courses like starters main courses side orders desserts or beverages that is probably how your customer will order. However you can guide customers in other ways too by placing your signature dishes on a separate page under the title House Specials or Chefs Specials or by creating interesting names which invite curiosity. All dishes should have short simple but attractive and accurate descriptions of ingredients so your guests will want to eat them. 3 Read the text and match a title with each paragraph. a Checking the menu is accessible to customers 24 b Helping customers order c The importance of doing your research d The job of a menu

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4 Look at this menu and label each part with the words in the box. L beverages desserts main courses side orders starters l Hand-dived scallops sauteed with chorizo sausage Prawn cocktail Classic Caesar salad Pate de foie gras with crunchy bread Menb £ 10.50 £ 9.50 £ 7.50 £10.50 m --I _ ------ Grilled porcini mushrooms French fri es: Creamed potatoes Dauphinoise potatoes Boiled baby potatoes with mint bLltter Braised lertuce with peas and ham French beans with burter m --I _------ Creme Brulee with citrus sorbet £5 .00 £3 .50 £3 .00 £4.00 £ 3.50 £3 .50 £3 .00 all served with salad or seasonal vegetables Roasted sea bass with rosemary and lemon Pan fried chicken in white wine sauce Barbecue pork Honeyed crispy duck £2 1.00 £1 7.00 £1 7.50 £20.00 Mango cheesecake with pineapple and ginger crunch Lemon tart with sumrrier fruits and cream Roasted burternLlt squash and herb risotto with nuts vegetarian options £15.70 Cheese board with savoLlty crackers D --- I _ ------ Water still or sparkling House white wine House red wine £2 .00 cover charge per person 10 service charge included. Sailors restaurant Dartmouth Devon. England www.sai lorsrestaurant. co.uk All at £6.5 0 5 n 10 Listen and reorder the conversation in the restaurant. The first and the last are done for you. Man: D ... and Ill have the pate de foie gras with crunchy bread. Man : D Id like some sparkling mineral water please. Man : D Ill have the same please but well-done. Ma n: D Yes I think we are thank you. Wa iter: D ... and for your main course Wa iter: D Are you ready to order food Waiter: D Do you want any side orders apart from the salad that comes with the pork Waiter: Good evening. Would you li ke anything to drink Waiter: D Would you like any starters Woman : D Ill have a glass of house red wine please. Wom an: D Id li ke the prawn cocktail please. Wom an: D Ill have the barbecue pork done medium rare please. Woman: J Maybe French fries to share please. Work in pairs or threes and take turns to role play similar conversations. Use the conversation in exercise 5 and the menu in exercise 4 to help you. Waite r: Good evening. Are you ready to order ustomer 1: Yes please. Id like ... 25

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26 Match the names with the different types of menus. 1 0 fast food menu 2 0 bar menu Starters or light bite s . . Tortilla chips with cheese and chilli Spicy chicken wings . . . Loaded potato skins with a cholCe of dips D eep fried garlic mushtooms £5.00 £6.00 £6.3 5 £6.29 Burgers all s erve d in a bread roll with fries . £ 9 .49 ClassIc burger £1 0 30 Flame grilled beef burger £ 9:99 Cheeseburger £1 0 49 Cheese and bacon burger £ 9:99 Chickenburger £1 0.49 Spicy chicken burger Appetizers Olives Nacho chips Hummus and tlatbread Light bites Mini quiche and salad Tigr pra:-vs marinated in lemon garlic wIth chIllI and garlic butter Oven baked Camembert cheese Salami and ham platter with savoury crackers £4.95 £5.50 £5.20 £ 7.50 Side orde rs Mixed salad French fries Garlic bread Deep fried onion rings De sse rts A choice of ice cream Chocolate fudge cake Apple pie vegetarian options Sandwiches Salmon cucumber and creme frakhe Mozzarella basil and tomato BLT baon lttuce and tomatoes Steak wIth Olllons and fries Salads Warm goats cheese salad Chicken with an avocado dressing Salmon king prawn salad with mango sesame seed dressing vegetarian options £ 1.49 £2.50 £3.5 0 £2 .75 £4.5 0 £5.30 £5.00 £6.00 £6.00 £6.00 £8.00 £6.50 £8.95 £8.70 Read the menus again and answer the questions. Be careful Some questions have more than one answer. Where ... 1 are there vegetari an options 2 can you have dessert 3 can you eat chicken 4 is it possible to order a sa ndwich 5 are there the most burgers to choose from 6 can chocolate lovers find a dish Read the menus again and find the synonyms for these words and expressions. 1 snacks light bites 2 sauces 3 pota 0 chips 4 cooked over a fire 5 choice for people who do not eat meat 6 not sweet

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Work in pairs. Look at the two menus again and discuss which menu you prefer and why. Use the following words and expressions to help you. I like I dont like I really like I quite like I prefer I love I hate My favourite menu is the bar menu the fast food menu it has more choice. it doesnt have enough choice. its cheaper. because its simple. as its too expensive. but its too complicated . there are no desserts. it doesnt have enough meat/fish dishes. it has exciting/boring dishes. Student A: I prefer the bar menu because its simple but varied and cheap. Student B: I dont agree. There arent any desserts. I like the fast food menu because it has more choice. Work in pairs. You are a food and beverage manager and a head chef. Design a menu for your restaurant. Decide first which kind of menu you want to offer bar fast food a la carte vegetarian etc. then decide which courses you will offer appetizers light bites/starters rice/pasta dishes main courses side orders salads sandwiches desserts etc.. Do not forget the key points for writing a good menu. 1 When the menus are complete stick them up around your classroom for everybody to see. Then decide which menu you prefer and why. Do not write your names on the menus but you can give your restaurant a name. That way the competition will be more fun I love the Pick a pizza menu because ... My favourite menu is the Eat as much as you like menu because .. . . IfI - ... appetizer /reprta rz8/ ___________ _ basil /brez81/ _____________ _ board /b :::d/ _____________ _ bold /b8uld/ _____________ _ bright /bralt/ _____________ _ butternut squash /bAt8nAtskwDJ/ chicken wing ItJrkrn wrIJ/ _________ _ chickpea ItJrkpi:/ ____________ _ chilli creamed potatoes /kri:md p8te rt8uz/ ___ ___ _ cucumber Ikju:kAmb8/ ________ _ _ __ dip /drp/ ___________ _ dressing IdreS ll/ __ __ _ _______ _ duck /dA k/ ilame grilled /fle lm grrld/ _ ilatbread Iflretbred/ __ French bean /frentJ bi:n ginger /d3I11d38/ __ goat /g8Ut/ hand-dived scallop /hrendmvd skDI8p/ ____ _ layout Ilelaut/ _____________ _ lettuce /le tls/ light bite flan balt/ ___________ _ locally sourced /18uk8li s:::st/ ________ _ medium rare mi:di8m re8/ pie /par/ __ _ plain text /ple m tekst/ pork /p:::k/ __ sea bass /si: bres/ signature dish /sr gn8tJg dIJ/ spicy spaIsi/ ___ _ ---- surcharge s3:tJo:d3/ __ _ up-ta-date /A ptgde rt/ __ _ well-done /weldA n/ __ _ 27

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1 Look at the photos. What are the differences in the service 2 Read the text about different service techniques and check your answers. There are several different kinds of food and beverage service. Here are some of the principal ones: _ English service or Silver service is quite formal and elegant and the guest receives a lot of personal attention from the server. All the food is prepared and arranged on formal or silver serving platters in the kitchen. The server then brings the platters and heated dinner plates to the dining room on a tray and using a large spoon and fork or tongs serves each guest. English service is fast and efficient but it requires a lot of silverware and platters. Pre-plated or Italian service is ...... less formal than English and is the most commonly used style in most restaurants today. The main difference between Italian service and the other types is that the food is plated in the kitchen and served to the tabl e. This means that guests cannot decide their portion sizes but it also means that service is very fast economical and efficient. This technique can be combined with Silver service. Family service is when serving staff take food prepared in the kitchen directly to the dining room on big serving platters and bowls for guests to serve themselves the portion they wa nt. It is a very efficient style of service because the orders are limited easy to take and the food is fast to prepare and serve. It is also cheaper because it requires less staff and ingredients. Howeve r some people argue that it is too informal and similar to eating at home. Gueridon service is formal and elegant. Ski lled servers bring the food from the kitchen on si lver platters to a trolley ca lled a gueridon whe re food such as steak ou poivre peppered steak Caesar salad or flambeed desserts can be cooked or completed in front of the guests. Once the food is ready it is served to the guests on heated plates from the gueridon. This type of service takes a lot of time skill and restaurant space and can require two servers however guests usually love the show. Buffet service is a self-service where guests can see and choose exactly what they want to eat. Customers either help themselves or ask the waiter behind the buffet table to serve them. For sit-down buffet service tables are laid with crockery and cutlery as in a restaurant so customers can serve themselves at the buffet table and return to eat at the table. The wa iter may sometimes serve a few courses like a starter or soup at the table. They have more time to help more customers but in a less personal way. 3 Read the text again and discuss the advantages and disadvantages of each kind of service. 28

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Find the words in the text which correspond to these definitions. 1 a large flat dish for serving food 2 a kind of hot trolley you can cook and prepare food on 3 food usually desserts served with a burning alcoholic drink 4 a flat object with raised edges used for carrying plates or food 5 objects made from silver especially ones used during a meal 6 a table prepared for a meal 7 plates cups bowls etc. for serving food 8 the knives forks and spoons that you use for eating food platter 5 Decide which type of service you would choose for a restaurant you run and write a short paragraph about the reasons for your choice. Complete this list of a servers duties with the missing verbs. check fold lay order place IJ set osition l 1 Put an undercover on the table. 2 the tablecloth on the undercover. 3 the tablecloth is clean and tidy and ironed . 4 ___ the napkins and place them on the service plates. 5 the knives to the right and the forks to the left with space for a plate in between. ... 6 the cutlery from the outside to the inside according to when it will be used. 7 the water glass to the right of the cover and the wine glass to the right of that. 8 salt and pepper mills flowers and candles at the centre of the table. n 11 Listen and check your answers. .. 4 _ " .. Order this list of things a server should do from the moment a customer enters to when he/she leaves the restaurant. The first and the last are done for you. a 0 Clear the table. b 0 Collect the food from the kitchen. c IQJ Say goodbye to the customer. d 0 Show the customer to a table. e 0 Take a menu to the customer. 9 n 12 Listen and check your answers. o Take the customer s order. g 0 Bring the bill to the customers. h 0 Take the food to the customer. o Take the order to the kitchen. Welcome the customer. 29

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1 What do you know about the general rules of serving food Do this quiz and find out 1 You should place and remove all food from the ... A customers left. B customers right. e most convenient side. 2 You should place and remove all beverages from the .. . A customers left. B customers right. e most convenient side. 3 To refill a customers wine or water glass you should ... A remove it from the table. B never move it or remove it. e move it closer but never remove it. 4 You should carry plates glasses and cutlery .. . A as you feel most comfortable. B in the safest way to avoid dropping them. e without touching the parts where customers drink or eat. 5 Which one of these statements is true A Never smile when you are serving. B Never reach in front of a guest to serve. e Never carry more than one plate at the same time. 6 You should place serving dishes where the guests ... A can serve themselves. B cannot serve themselves. e want them. 7 You should serve butter with a ... A fork. B knife. e spoon. S You should serve relishes pickles and olives with ... A fork or spoon. B a knife and fork. e your fingers. 9 When a course is finished you should ... A remove all dishes but leave the cutlery. B remove all dishes and cutlery used. e remove the cutlery but leave the dishes. 10 You should clear the table with your ... A left hand and hold the plates in your right hand. B right hand and hold the plates in your left hand. e two hands. 1 Read the text about serving rules and check your answers. When serving a customer you should place and remove all food from the left and hold the plate in your left hand. If you are carrying two plates first place the one in your left hand on the table then move the other plate to your left hand and place it in front of the nex t person you serve. Contrarily you should place and remove beverages from the customers right side. You should also refill glasses or cups from the right leaving them in position on the table and not picking them up. If you cannot reach them conveniently move them to a more suitable position on the table to refill them. You should always carry plates to the table in such a way that you do not touch the surface from which food is going to be eaten. Likewise you should avoid touching the rims of glasses by holding them from the stem and when placing silverware you should only touch the handles. It is important never to reach in front of a guest when serving food or removing dishes from the table and always present serving dishes from the left hand side placing them in a position that means all guests can easily serve themselves. Serve butter cheese and cut lemon with a fork relishes pickles and olives w ith a fork or spoon not with your fingers Only clear the table when all the guests have finished eating and remove all dishes and cutlery used in that course starting with the serving dishes and silverware and then removing all the dishes from each persons cover. In clearing the table use your left hand to remove the plate move it to your right hand leaving your left hand free to remove the next plate. . 1 Read the text again and categorise these words from the text. Can you think of any more Things to eat with Things to eat from Things to drink from cutlery plate cup 30

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13 Complete the text about presenting the bill with the following words. Then listen and check your answers. bill centre coats course cur-omer diners eating evening goodbye host personal right table tip You shou ld never keep a 1 customer waiting for the 2 but either present it to them straight after the last 3 is served or as soon as customers finish 4 . You should always take the bill to the 5 in a bill cover and place it to the 6 of the host or at the 7 _ of the table if you dont know who the 8 is. Always ask if customers need anything else. Never show you expect a 9 _ _ nor look disappointed if you dont get one. Always thank the 10 for their custom. As they are leaving offer to get their 11 wish them a pleasant 12 _ and tell them you look forward to seeing them again. Try to change the way in which you say 13 _____ to each customer to make it seem more 14 __ __ 1 14 Read the dialogue below between a customer and a waiter and complete the waiters responses. Then listen and check your answers. Certainly. Please check the amount and enter your pin number plea se. Would you like anything else Goodbye now. I hope you have a pleasant evening and we see you aga in soon. How would you like to pay Ill get your coat. Here it is. This is your copy of the receipt and your card. ::.§ r"LQ\o: brit Ir. Waiter: 1 Heres your bill Sir. Customer: Here you are. Giving the machine back to waiter Customer: Thank you. Waiter: 5 Waiter: 2 Customer: Thank you . Customer: No thank you. Waiter: 6 Waiter: 3 __ Customer: Thank you. Customer: By card please. Waiter: 7 Waiter: 4 Customer: Goodbye. Work in pairs. Role play a conversation between a customer and a waiter. Take turns to play each role. Use listening exercises 13 and 14 to help you. Waiter: Heres your bill Madam. Customer: Thank you. amount /maont/ bill /bIll ____ _ crockery /kmbri/ _ cutlery /kA tIri/ _____________ _ disappointed /dls:p::lIntld/ _________ _ heated plate / hi:tId pleIt/ ________ _ here it is /hI: It I Z/ here you are /hI: ju: / _________ _ ironed /m:nd/ _____________ _ to lay the table It: lel a telbl/ _______ _ to look forward to seeing sb again It: lok b:w:d t: si:lI :gen/ _______________ _ naphln/npbn/ ___________ _ pickle /plkl/ ____________ _ plated /plelud/ ____________ _ to reach across It: ri:tJ :kros/ ________ _ receipt /rrsi:t/ _____________ _ rim /n m/ Waiter: How would you like to pay Customer: In cash please. relish /rehJ/ ___________ _ salt and pepper mills /s:lt :nd pep: mllz/ serving dish /S3 :VII dlJ/ silver platter /s riv: plt:/ __ _ silverware /sriv:we:/ _ __ sit-down buffet service /srtdaon bAfel S3:VIS/ shllled /skrld/ spoon /spu:n/ _ _ _____ _ surface /S3:frS/ --- tablecloth / telblklo8/ tidy /tmdi/ __ _ tip /trp/ _______________ _ tongs /tOlz/ ______________ _ tray /trer/ ____ _ trolley /rmli/ undercover / And:kA v:/ ------ to wish It: WIJ/ 31

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32 Look at the words in bold in the text and label each photo with the correct ones. Read the text and check your answers. Indian meals are based on rice and curry a dish of meat fish or vegetables cooked in a spicy sauce. Common spices are chilli cumin turmeric ginger coriander and garlic while dips include mango chutney lime pickle and raita made of yoghurt and cucumber. There are many vegetarian dishes too because Hindus the main religious group in India do not usually eat meat. Indian food is traditionally eaten by hand and accompanied by different kinds of flatbread such as naan baked in a tandoori a traditional hot clay oven where you also cook the famous dish tandoori chicken. Indians love drinking masala chai: tea leaves spices and milk boiled together to make a very sweet drink. Lassi is also a popular drink combining yoghurt milk fruit and spices. Chinese cuisine is popular and varied reflecting Chinas different regions. A typical Chinese meal includes several dishes with a balance of meat fish or tofu combined with vegetables and served with rice or noodles. Tasty sauces like soy oyster or yellow bean and a combination of spices such as ginger garlic cloves and peppers create unique flavours . Meals usually end with a cup of green tea. The Chinese believe in the philosophy of opposites yin and yang. This is evident in the food with many hot and cold spicy and mild and sweet and sour dishes such as sweet and sour pork. Cooking techniques include steaming boiling and stir-frying in very little oil using a wok a traditional deep frying pan. People eat food with wooden sticks called chopsticks. 4 Now complete the factfiles about each cuisine. Factfile on _____ food Typical meal: Write the translation of these words from the text in your language. Spices/Sauces·-n/D i p-- s:--------- Traditional cooking technique/pot: 1 chutney 2 noodles 3 mild 4 stir-frying 5 sour cream 6 bay leaf 7 roe a b c d e f g --- ---- Habits and customs: often vegetarian · eat by hand Typical dishes: tandoori chicken. TYPical drinks: Factfile on __ -- food Typical meal: . d Spices/Sauces: ginger garlIC cloves an t yell ow bean sauce. peppers soy oys er . Traditional cooking technique/pot: ---- Habits and customs: _-------­ Typical dishes: _--------­ Typical drinks: green tea.

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Mexicans love to eat together. Traditional Mexican cuisine is hot and spicy with chilli and garlic and herbs like oregano. A central ingredient is corn to make tortilla a type of ftatbread. Tortillas can be fried and filled with meat fish vegetables beans and cheese to make enchiladas. They are often served with a spicy tomato sauce called salsa sour cream or an avocado dip called guacamole. Mexicans also eat a lot ... C"""I. of rice and sweet potatoes and it is the birthplace of chocolate Mexican beers and fresh fruit juices are popular drinks. Cooking methods include grilling frying and boiling but they also have a more traditional technique of slow cooking marinated meat over an open fire known as barbacoa. It is easy to see where the word barbecue came from. The Greeks have Mediterranean eating habits with a diet offresh fruit vegetables meat fish cheese and olive oil. The herbs and spices used are oregano mint garlic onion dill and bay leaves. Lunch is the main meal with meze traditional Greek starters like grilled octopus olives aubergine or goats cheese salad. Food is usually served with bread and dips such as taramosalata made of fish roe or tzatziki made of yoghurt and cucumber and accompanied with a glass of red wine. This is followed by main courses such as moussaka made with aubergines lamb and cheese or souvlaki skewered meat cooked in a traditional way grilled on an open fire. Other cooking techniques include frying sauteing boiling baking and roasting. Factfile on _ - Typical meal: _ . food 5 15 Listen and complete the factfile about Moroccan food with the following words and expressions. Spices/Sauces/DiPS: - - h · - ue/pot· barbacoa. Traditional cooking tec niq . Habits and customs: TYPiCdiShnchilada . Typical drinks: _-- -- Factfile on fOod Typical meal: meze dips bread . SpiceS/SauceS/Dips and a mam course. - Traditional Cooking techni u . - --- g rilled on . q e/pot. skewered meat an open fire. Habits and customs: Typical dishes: -- -- Typical drinks: couscous and bread do not eat pork g r harira J hot or cold salads mint mint tea tagine x2 Factfile on Moroccan food • Spices/Sauces/Dips: cinnamon cumin turmeric 0 ginger paprika 2 and saffron. • Typical meal : 3 followed by a tagine served with 4 _____ _ • Traditional cooking technique/pot: 5 _____ _ • Habits and customs: do not drink alcohol 6 and only eat ha/a/ meat. • Typical drinks: 7 __ • Typical dishes: 8 __ _ 9 6 Write a short paragraph about Moroccan food for a food website. Use the text in exercise 2 and the factfile in exercise 5 to help you. Moroccan food is sweet and spicy ... 33

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7 Look quickly at the recipes and match each one with the picture of the dish. Recipe 1: Borscht - Ukraine Ingredients 250 g minced beef 4 potatoes diced 2-3 carrots grated 1/2 white cabbage shredded 1 tbsp vegetable oil 2 tbsp chopped dill sea salt 8 medium raw beetroots peeled and grated 2 red peppers seeds removed diced 2 onions finely diced 2 tbsp tomato puree 1 lemon juice only freshly ground black pepper 4 tbsp creme fraiche to serve Preparation method Roll the minced beef into golf ball-sized pieces and set aside. Pour 1.2 litres of water into a large saucepan and bring to the boil then put the meatballs into the water followed by the potato and cabbage. Simmer gently for 5-10 minutes. While the meatballs are simmering heat the oil in a large frying pan. Add the carrots beetroots onions and peppers and fry over a medium heat for about 5 minutes until they start to soften. Stir in the tomato puree and lemon juice and fry for one minute then add the contents of the frying pan to the simmering meatballs. Simmer for about 30 minutes or until all the vegetables are cooked and the soup has turned a deep purple colour. To serve stir in the dill and season with sea salt and freshly ground black pepper. Ladle into warm soup bowls and top each with a spoonful of creme frakhe. Recipe 2: Teriyaki salmon - Japan Ingredients 2 salmon fillets 4-5 tbsp dark soy sauce 1 lime zest and juice 1 small chilli 2 tbsp maple syrup 1 big garl ic clove finely chopped 1 small piece of ginger finely chopped 1 bunch of coria nder chopped 1 tbsp sesame oil extra lime juice Preparation method Heat some oil in a pan and fry the ginger garlic and chopped chilli. Add the zest and juice of the lime and pour in the soy sauce. Add the maple syrup and cook for 1 minute or until reduced and sticky. Meanwhile pan-fry the two pieces of salmon for 2 minutes on each side in a hot griddle pan. When the sauce is reduced add the salmon to the teriyaki sauce frying pan. Serve the salmon with more chopped coriander and some extra lime juice. 34 Recipe 3: Dauphinoise potatoes - France Ingredients 1 kg potatoes peeled and thinly sliced 50 g butter salt and freshly ground black pepper 300 ml double cream pinch freshly grated nutmeg 300 ml full-fat milk Preparation method Preheat the oven to 175°C or gas mark 3. Place the potatoes into a bowl of cold water to remove any excess starch. Drain well and dry. Butter an ovenproof dish with a teaspoon of the butter and place the potatoes in the dish in layers overlapping a little. Season with salt freshly ground black pepper and nutmeg between each layer. Whisk the cream and milk in a bowl until well combined. Season with salt freshly ground black pepper and nutmeg and pour the cream and milk over the potatoes. Dot with the remaining butter and then cover with aluminium foil. Bake in the oven for one hour or until the potatoes are just tender. After an hour carefully remove the foil and return to the oven for a further 30 minutes or until golden-brown on top. Remove from the oven and leave to cool.

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8 Read the recipes again and put the ingredients in the correct column of this table. Can you add to them Fruit Vegetables MeaVFish lime potatoes _ minced beef Dairy products butter Seasoning and condiments soy sauce Sweet ingredients maple syrup 9 Find the answer to these questions in the three recipes. Be careful there is more than one answer to some of them. Which recipes tell you to ... a ba ke in the oven for one and a half hours 3 b chop coriander c fry the ingredients d ro ll the ingredients into golf ball-sized pieces e season with salt and pepper f simmer for 30 minutes g wash and drain to remove excess starch h whisk the ingredients togeth er 10 Work in pairs. You are contestants on a well-known TV show where you have to quickly create a main course and a dessert in just 30 minutes with limited ingredients. You have all the ingredients in the table in exercise 8 and you can use any techniques you want. Discuss what you are going to make and how you are going to make it. Use these words and expressions to help you. I think we should/co uld .. . I want to .. ./Id like to .. . How about... /What about .. .. Thats a good idea - - ---- I dont thin k thats a good idea . We can use ... We can com bine .. . L ets do ... A: How about using the minced beef to make meatballs B: Thats a good idea MY GLOSSARY bay leaf /bel Id/ ____________ _ meatball /mi:tb:l/ ____________ _ beetroot bi:trll:t/ ____________ _ nutmeg/Mtmeg/ ____________ _ bunch bAntJ/ _____________ _ octopus IDktgpgs/ ____________ _ chopstick ItJD pstlk/ ___________ _ ovenproof I A vgnpm:f/ ----------- cinnamon IS IIlgmm/ ---- overlapping /guVglrepII/ ________ _ clay oven /klel AVgn/ ___________ _ oyster sauce /JI stg S:s/ __________ _ clove /klguv/ ______ _ pinch /prntf/ ________ _ coriander /kDrirendg/ __________ _ to preheat /tg pri:hi:t/ ___ _ cumin Ikjll:I11IIl/ ____________ _ roe to dice /tg dars/ ____________ _ saffron Isrefr m/ ------ dill /dIi/ _____________ _ saucepan /s:spgn/ ______ _ double cream IdAbJI kri:m/ _________ _ shredded IJredld/ ___________ _ to dot /tg dDt/ _____________ _ to simmer /tg slmg/ ------------ fi llet /flht/ _____________ _ skewered Iskjll:gd/ ____________ _ flake /fleIk/ _____________ _ sour cream /saug kri:m/ ----------- freshly ground IfreJli graund/ ________ _ soy sauce /SI S:s/ ___________ _ garlic clove Iga:hk klguv/ _________ _ to stir-fry /tg st3:frm/ ___________ _ golden-brown /gguldgnbraun/ _______ _ turmeric t3:mgnk/ ------------ griddle pan IgIldl pren/ __________ _ to whisk /tg wrsk/ ------------- to ladle /tg I erdl/ ____________ _ white cabbage /wart krebld3/ ________ _ layer Ilerg/ ______________ _ wok /wD k/ ______________ _ maple syrup Imerpl SIfp/ _________ _ zest zest/ ______________ _ 35

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1 Look at the photos. 00 you know what kind of bar each one is 2 Read the text and check your answers. A bar is a place where you go co buy and drink alcoholic beverages. There are many different kinds of bars. A pub public house is a building in Britain or Ireland where you can buy alcoholic and non-alcoholic drinks. T hey specialise in beer and often serve food coo. Pubs are more informal than other types of bars. Sometimes they have pool rooms or jukeboxes or host special nights for quizzes or live gigs. T hey are often open in the day and are always open at night. A cocktail bar specialises in cocktails drinks which combine different spirits and fruit juices or cream . These bars are usually open at the same times as pubs but are more sophisticated and expensive. They also have a cheap happy hout at about the time people finish work in the evening. A coffee bar on the other hand is a small restaurant that serves coffees and other non-alcoholic drinks and light refreshments such as sandwiches and cakes. They are usually open only during the day. The atm osphere is friendly and they are not very expensIve. A snack bar is a kind of informal inexpensive restaurant where you can buy non­ alcoholic drinks and eat small meals such as sandwiches or snacks. They are usually only open during the daytim e. A lounge bar also called a saloon bar is a public room in a hotel or restaurant where you can buy alcoholic drinks. It is generally more luxurious than other bars and drinks are usually more expensive. They tend co stay open later than pubs but not as late as nightclubs. Wine bars specialise in selling different types of wine although you can often order a m eal at the same time. They are usually more sophisticated and more expensive than pubs and they are always open at night and sometimes during the day. T here are also nightclubs where you go to dance drink alcohol and watch entertainment like live music so the atmosphere is exciting. Drinks are usually very expensive but the bar stays open until much later than in pubs or wine bars. 3 Read the text again and complete the following table. In each column put a .I for yes a for no and OS for doesnt say. 36 Type of bar pub cocktail coffee snack lounge wine nightclub Alcohol Food Night Day Expensive Atmosphere v v v DS informal Speciality beer Other characteristics pool rooms ...

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4 Find the words and expressions in the text that correspond to these definitions. 1 a strong alcoholic drink such as whisky or brandy 2 a short period of time when drinks in a bar cost less than usual usually in early evening 3 things to eat or drink 4 very expensive and comfortable 5 a place open at night until early morning with a bar a disco and a deejay 6 a place where people play a game in which you hit balls into holes at the edge of a table 7 a machine that plays music when you put money into it 8 a competition in which you answer questions 9 music or other performances which you see as they happen 5 n 1 6 Listen to the following conversations and decide where they take place. Conversation 1: nightclub Conversation 3: Conversation 2: Conversation 4: 6 16 Listen again and complete the conversations with the following expressions. spirit coming right up do you want some glasses Ill try one cappuccino and one americano what can I get you ladies A.Lg.feJ-OlTrrKe whos next please would you recommend Conversation 1 Server: 1 What would you like Customer: Can I have three bottles of lager Server: Four bottles of lager Customer: No I said three. Server: Sorry. I couldnt hear you over the music 2 Customer: No thanks. Conversation 2 Server: 3 ___ Customer: Can I have two coffees and two pieces of chocolate cake Server: What kind of coffees would you like Customer: 4 ______ _ Server: Thats seven pounds fifty please. Conversation 3 Server: Hi 5 All our cocktails are half price Customer 1: Ill have a Bellini please. Customer 2: ... and Ill have a Pina Colada. Server: 6 ------------------ Conversation 4 Customer: What white wine 7 Server: Customer: Server: We have a nice Italian Pinot Grigio and a good Australian Chardonnay. 8 the Pinot please. Certainly. 7 Work in pairs. Look at the bar menu. Take turns to role play a customer and a server in a bar. Use the conversations in exercise 6 to help you. Server: Can I help you Customer: Yes Id like a ... • \ Alcoholic drinks • Non-alcoholic Soft drinks Hot drinks Cola Americano Bellini Pina Colada . Singapre Sling Marganta Bottled beer Draught beer Red wine White wine cocktails Sunset Island Jungle Juice Chicago Lemonade Fruit juice Mineral water Tonic water Espresso coffee Cappuccino .. . Tea Hot chocolate Tequila Sunrise

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8 Match the words and the photos of things you can find in a bar. --------- champagne flute cocktai l glass cocktail shaker goblet highball glass ice bucket long bar spoon old-fashioned glass paring knife c..fi i- D I waiters friend I II L- I ____ -----1 B I ____ I I:J I I ..... Il L-I _ _ ----I D L- I __ ----I m --I __ _ I Il l a L- I __ ----I I L-I __ ----I 9 Read the text about essential bar equipment and check your answers. What wou ld you expect to find in a well-stocked bar Certainly you would hope to find a waiters friend. This is a gadget with a bottle opener to open bottled beers and soft drinks a corkscrew to remove corks from bottles of wine as well as a foil cutter to remove the foil on top of bottles. Then you might hope to find an ice bucket to keep white wine and champagne chil led and a paring knife for slicing lemons and other fruit to garn ish drinks. Not to mention a long bar spoon for stirring drinks. Most good bars these days have a cocktail shaker to mix cocktai ls and the classic­ shaped cocktail glasses to pour them into. These should have a sol id stem so you do not warm the drink when you are holding it. Other essential glasses include champagne flutes with very long stems highball glasses for soft drinks and long cockta ils and wine glasses or goblets. Finally there should be an old-fashioned glass which is short with a thick bottom used for serving spirits such as wh isky and a good selection of other glassware. 10 Read the text again and complete the sentences with the following words and expressions. e opener .hi ed - gadge garnish stem 1 Go and get another bottle of white wine from the fridge. This one isnt chilled enough . 2 Can I borrow your waiter s friend The is broken on this one and I need to open this beer. 3 Oh no The ____ in this bottle is rotten The wine smells like vinegar 4 Weve got a new for crushing plastic for recycling. 5 The long __ on this champagne flute is so elegant 6 You should a Pina Colada cocktail with a slice of pineapple. 38

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1 17 Listen to a bar manager and a barman doing a bar inventory and complete the following table. BAR INVENTORY Item Spirits bottles of gin bottles of vodka bottles of dark rum bottles of light rum bottles of whisky bottles of bourbon bottles of brandy Wine bottles of dry white bottles of sweet white bottles of dry red bottles of sweet red bottles of rose bottles of champagne Beer cases of bottled beer Quantity Number in stock to order 3 o Item Liqueurs bottles of creme de cacao bottles of creme de menthe bottles of cointreau bottles of amaretto bottles of sambuca Hot drinks packets of tea packets of coffee packets of hot chocolate Soft drinks/Mixers cartons of fruit juice: orange pineapple tomato cases of lemonade cases of cola cases of soda cases of tonic cases of mineral water Quantity Number in stock to order 12 Your bar manager asked you to write an email ordering the things that were missing from the bar inventory. Do not forget to ask for bottles cases boxes etc. Dear Geoff Im sending you an urgent order for ... Best wishes to be rotten /td bi rotdn/ _________ _ liqueur /lIkjUd/ ____________ _ bottle opener Ibotdl dUp dl1d/ ______ _ long bar spoon /lm ba: spu:n/ _______ _ carton Ika:tn/ _____ _ lounge bar/ saloon bar /laund3 ba:/ /sd lu:n bo:/ case /kels/ mixer Imlksd/ _____________ _ chilled /tJIld/ ___ _ old-fashioned glass / duldfreJdnd glo:s/ ____ _ corkscrew Ib:kskru:/ ____ _ paring knife IpedrJI naIf/ foil cutter /f: 1 kAtd/ pineapple Ipamrepdl/ to garnish /td gO:J1IJ/ pool /pu:l/ goblet Igobldt/ __ spirit IsplJlt/ ice bucket /als bAbt/ well-stocked /welstokt/ lager I lo:gd/ wine bar /wam bo:/_ light refreshments /laIt nfreJI11dnt/ __

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1 What are the tasks of a hotel receptionist Tick the ones you think they do. 1 welcoming guests 2 D ordering ta xis or hire cars for guests 3 D managing bookings 4 D checking guests into and out of the hotel 5 D preparing bills and taking payments 6 D handling foreign exchange 7 D taking and passing on messages to guests 8 D responding to special requests from guests 2 Read the text about the hotel receptionists duties and responsibilities and check your answers. A hotel receptionist also known as a fron t office or front desk clerk is the first person you meet when you enter a hotel reception. They perform vital administrative and public relations tasks within an organisation. Their work starts before you even arrive at the hotel as they deal with initial inquiries and manage reservations by phone em ail or internet booking forms. They also handle any specific booking requests you may have such as conference rooms childcare facilities or disabled access. When you arrive at the hotel they welcome you and register you usually via a computerised system. When check-in is complete and the receptionist has provided you with essential information about hotel orientation and amenities like the bar restaurant and leisure facilities you are allocated your room and given the necessary key or electronic pass. During your stay the receptionist is responsible for providing a range of information and services to you face-to-face and over the phone. These include: taking and passing on messages to and from guests about room-service orders responding to special requests like booking theatre tickets or storing valuables providing information about facilities around the hotel giving advice or directions and dealing with any customer complaints or problems. At the end of your stay the receptionist checks you out of the hotel. This process can include presenting you with a bill for your accommodation or use of services such as laundry or the mini-bar they can take credit or debit card payments help you with arrangements for your onward journey by ordering yo u a taxi or a hire car and offering any further assistance they can. In addition to customer service receptionists carry out general administrative duties doing tasks such as photocopying invoicing and bookkeeping. They also frequently handle foreign exchange in large hotels. In smaller hotels they might also be responsible for showing guests to their rooms serving drinks from the bar keeping the reception area tidy and even doubling up as security guards at night 3 Read the text again and complete this additional list of hotel receptionists duties with the missing verbs. 40 carrying out dealing doubling up giving tIn9 keeping passing on providing taking 1 Handling specific booking requests. 5 2 essential information about hotel amenities. problems. 3 4 ___ and __ messages from guests about room-service orders. advice or directions. 6 7 8 with customer complaints or _ general administrative duties. the reception area tidy. as security guards at night.

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4 Look at this online hotel registration form and answer the questions. 1111 Hotel Booking Form Please fill out the reservation request form below we will send the confirmation invoice detailing the bookings terms payment via em ail within 24-48 hours. requi red fields Title: 0 Mr DMrs DMs o Miss DDr Dprof Surname: ................ ... ............. ............ .. ......... .. .. Country: .................... ...................................... . First name: ....... .. .............................................. . Telephone no. including international dialling Address: .... .. ...... ......... ........ .. ..... ......... ........... .. .. code: .. .......... .... ............................ .. ................. . . City: ....... ....... .. .... ........... ................................. .. Email address: .. .. ..... .............. ............. ............... . . Postcode: ...... ... ................................................. . Hotel booking details Check-in date: ................................ dd/mm/yy o No. of nights 0 No. of rooms required Occupancy: Type ofboard: Type of bathroom: o single DBB o double o half board o en sui te bathroom Check-out date: ............... ... ........... dd /mm/yy o No. of adults 0 No. of children o twin room o triple room o full board o shared bathroom Any special requests disabled access booking of conference rooms childcare etc.: 1 When wi ll the hotel contact the customer ---- 2 What is the international dialling code for Italy ____ _ 3 If you ask for the following types of occupancy how many beds will you get and wi ll they be big or smal l a Single: b Double: c Twin: d Triple: ____ _ 4 What kind of board should you book to get... a bed and breakfast b bed breakfast and dinner c bed breakfast lunch and dinner 5 What should you ask for to be sure of having a private bathroom in your room _______ _ 5 Complete the online hotel booking form in exercise 4 with information about yourself. 6 There is a problem with the online booking system. Write an email with the information in your booking form. Use these expressions to help you. I want to book .. . for ... nights. Im arriving on .. . Im leaving on .. .. Dear Sir/Madam Id like a single/doub le/twin/triple room ... with an en suite bathroom. with bed and brea kfast/ha If boa rd/fu II boa rd. I need ... Ki nd rega rds. 41

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7 Match these hotel services and amenities with the pictures. 1 £ 24-hour laundry service 2 0 fitness facilities 3 0 safe deposit box 4 0 spa and health club 5 0 valet parking 6 0 welcome hamper 8 Read the Britannia Hotel service and amenities brochure and put a tick next to which ones it offers from the list in exercise 7. 42 To help you enjoy your stay at the Hotel Britannia we offer the following services and amenities: Hotel atnenities tor your health and well-being • spa and health club • indoor swimming pool • fitness facilities For your busines needs • multiple small meeting rooms • multiple confcrence/mecting rooms • banquet facilities • computer rental • audio-visual equipment • secretarial se rvices For your comfort safety and convenience • valet parking • 24-hour front desk • security guard • complimentary newspapers in lobby • multilingual staff • forcign exchange • lift: to all floors • tour/ticket assistance • luggage storage For your catering needs • two restaurants in hotel • lounge bar • coffee bar • roof top terrace bar Rootn atnenities 24-hour laundry service 24-hour room service air conditioning electronic pass/keys free high speed wi-fi in ternet acce s direct-dial phone voice mail wake-up service and alarm clock study dcsk rooms for guests with disabilities family rooms with cribs available in-room childcare surcharge pets can stay on requ est surcharge daily housekeeping extra towels/bedding in room iron/ ironing board complimentary toiletries hair dryer compli mentary sev ving kit shower/tub combination makeup/shaving mirror in-room safe deposit box mini-bar with cold beverages and snacks satellite television service Please note that this hotel is non-smoking. Read the brochure again and answer these questions about the Hotel Britannia. 1 Which services are available for business guests 3 Which services must you pay extra for 2 How many restau rants does the Hotel Britannia have 4 What can you do in your room

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10 n 18 Listen to the telephone conversation between a guest and a receptionist about where facilities are located in the Hotel Britannia and write the floor number next to each one. 1 fitness facilities 3 rd floor 2 swimming pool 3 coffee bar 4 terrace bar 5 buffet service restaurant 6 El la carte restaurant 7 lounge bar 11 Work in pairs. Take turns to role play similar telephone conversations asking for directions to the facilities in the Hotel Britannia. Use the brochure in exercise 8 the conversation in exercise 10 and the following expressions to help you. Can I help you Can/Could you tell me where ... Its on the ... floor near/behind/next to ... A: Hello reception. Can I help you Id li ke to ... Thank you. Thats very helpful/kind. Youre welcome. B: Could you tell me where the ... 12 n 19 Complete the conversation below between a receptionist and a customer checking out. Then listen and check your answers. can I pay by debit card could you book me a ta xi to the station please Id like a receipt please t p.eek please thank you very much ----- Customer: 1 Hi Id like to check out please. Reception ist: Just a moment and 11 get your bill. Here you are Sir. Please check it. Customer: Yes that seems OK. 2 ___ _ Reception ist: Yes of course. Customer: 3 Reception ist: Customer: Certainly. Here it is. Is there anything else I can help you with 4 Receptionist: Your taxi is here Sir. Have a pleasant trip. Customer: 5 ------ . Goodbye. Receptionist: Goodbye Sir. We hope to see you here again soon. MY GLOSSARY to allocate /tu eIkeIt/ __________ _ amenities /dIni:mtiz/ ___________ _ arrangement /remd3JTInt/ _________ _ bedding / bedl1J/ ___________ _ bookkeeping / bukki:pl1/ _________ _ childcare facilities / tJaIldke fsIlrtiz/ _____ _ crib /knb/ ______________ _ direct-dial phone /dalrektdall fun/ ______ _ en suite /onswi:t/___ ___ _ ______ _ fitness facilities /fTtnS fsl htiz/ foreign exchange / fDrrn TkstJ emd3/ hair dryer /he dral/ health club /hel8 klAb/ hire car /hal ko:/ housekeeping / hauski:pTl/ _ initial inquiry /TmJ1 mkwalri/ _ international diaUing code l II1tneIn1 dalhl bud/ to invoice /nl mv:m/ ironing board /CEalnU b:::d/ _________ _ laundry / b :ndli/ _____________ _ leisure facilities / le3 fSlhtiz/ ________ _ lift /"ft/ ______________ _ luggage storage /lA91d3 st:::nd3/ _______ _ onward journey /Dnwd d33:ni/ _______ _ rental / rent1 -------------- safe deposit box /self drpDZIt bDks/ ______ _ sewing kit /SUT kIt/ ___________ _ stay /ster/ toiletries / toIItriz/ __ towel /taudl/ tub /tAb/ valet parking /veleI po:kll/ valuables / veljublz/ voice mail /VO IS meIl/ welcome hamper /welbm hemp/ well-being /welbi:/ __ J 43

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1 Look at the pictures and match them with these common customer complaints. 1 cannot get the waiters attention 2 portions are too small 3 the bill is wrong 4 the order is wrong 5 food does not arrive 2 Read the text about problems and complaints. 44 The first thing people usually want to complain about is slow service. It takes the customer forever to attract the attention of the waiter and when they finally do the waiter tells them to wait a minute because it is very busy or the waiter ignores the customer completely. This is always a bad start. The waiter must always go to the table immediately and even if they are too busy to stay at that moment tell the guest they will be right with them as soon as they can to take their order. Never ignore an angry hungry customer The waiter has finally taken the customers order and time passes but no food arrives What makes things worse is that all the other tables are receiving their orders and eating their food. What now When the food takes a long time to come out of the kitchen many waiters avoid customers until the food is ready. Dont Check with the kitchen as to when food will be ready. Go over to the table and tell them when it will be coming out and apologise for the delay. Another complaint is usually when the food is delivered to the table and something does not come out the way the guest ordered it for example a steak well-done instead of rare. To avoid this complaint make sure you take time to listen to what the guest is ordering and write it down correctly. If you do not understand something ask them to repeat it especially if it has special instructions. When there is a misunderstanding apologise and correct the order as soon as possible. m IL----_ _ _ -- D L-I _ ___ ------- The waiter brings the customers long awaited meal. When the customer looks at his plate instead of seeing the chicken and mushroom pie with chips he ordered he sees poached salmon and salad - clearly it is the wrong order Once again the server should make sure he hands in the right orders for the right tables and checks the food against the order pad when getting it from the kitchen. In any case the server should apologise try to resolve the situation as quickly as possible and maybe offer the customer a complimentary drink. The guest has been very patient but when the right meal finally does arrive the portion of fish or meat is very small and they can hardly see the vegetables on their plate at all so they complain. A server should appreciate that every customers appetite is different so the best thing to do is to apologise and offer to get them additional food like bread potatoes etc. Then tell the head chef so they can change the portion sizes in the future. Finally the disastrous meal is over and the bill arrives but there are all sorts of items on it that the customer does not recognise or did not order. The customer complains about the bill. It is surprising how many people prefer to eat a mediocre meal at the right price than a good meal when a restaurant overcharges for it. A good waiter should never argue with a customer but take the bill away check it and bring it back with the appropriate alterations as soon as possible.

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3 Read the text again and answer these questions. What should the waiter do if the customer complains .. . 1 that the waiter is ignoring them He should take the customers order as soon as possible. 2 after waiting thirty minutes for their food 4 that they received the wrong order 3 that their steak is wel l-done instead of rare as the customer requested 5 about the size of the portion 6 that the bi II is incorrect 4 Write the translation of these verbs from the text in your language. 1 to make a mistake ______ _ 6 to hand in 7 to complain 8 to avoid 2 to apologise 3 to appreciate 4 to argue 5 to overcharge 9 to attract the attention 10 to resolve 5 n 20 Listen to the following customer complaints and match them with the solutions. 1 Im in a hurry. a 0 Ill change it. 2 You brought me the wrong side order. b 0 Ill find you a table as soon as possible. 3 Im afraid I didnt book. c 0 Ill get you a fresh one. 4 You didnt give me the right change. d Ill take your order immediately. 5 Theres something in my drink. e 0 Ill check the bill stra ight away. 6 Work in pairs. Take turns to role play a server and a customer in the following situations. I For the customers Here are the problems: • your pasta is overcooked • your plate is dirty • theres a hair in your soup r Offering help waiters Is everything OK Sir/Madam Is there a problem Can I help you Saying sorry waiters Im afraid ... Im terribly sorry. ldO apologise. • everybody at your table has got their main course except for you For the waiters Find the solutions • your chicken isnt cooked • theyve overcharged you on the bill I Expressing the problem customers Theres a problem with ... I Im not happy with ... No everything is not OK Id like to complain about ... Offering solutions waiters Ill .. . Can I .. . No problem. I Accepting customers Thank you . l Would you like ... ---------------- Thats very helpful/kind. Yes please. Use exercises 2 and 5 and the following information to help you. Waiter: Is everything OK with your meal Customer: No my pasta is .. . Responding to thanks waiters You re welcome Not at all. Dont mention it. Waiter: No problem. Customer: I nan ou- .-- Waiter: No problem 45

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7 Complete the rules of customer care underlining the correct words. 1 The customer is alwavnever right. 2 Always/Never be polite and professional. 3 The customer is/isnt complaining about you personally. 4 Be positive/negative. Its better/worse for the customer to complain than to walk away. 5 Apologise immediately/eventually and offer to correct the mistake. 6 Take your customer away from/towards other people when they make their complaint. 7 You dont want/want an argument with your customer. S Ask/Dont ask the customer to tell you what the problem is. 9 Listen/Dont listen carefully to what they tell you . 10 Stay/Dont stay calm at all times. 8 Read the text and check your answers. Remember that the customer is always right and always be polite and professional. The customer is not complaining about you personally but about a product or a service. Be positive It is better for a customer to complain than to walk away and never come back. Some customers do not complain but tell their friends about their bad experience. When there is a problem apologise immediately and offer to correct the mistake change the meal adjust the portion size etc. If possible take your customer away from the other people in the restaurant when they make their complaint. This way other customers do not overhear. Do not get defensive. You do not want to get into an argument with your customer even if they want to get into one with you Ask the customer to tell you exactly what the problem is and make sure you listen very carefully to what they tell you. You will only anger the customer more if they have to repeat themselves to someone else or to correct your version. Stay calm at all times and make sure you understand their complaint and they are happy with your proposed solution . 9 Work in pairs and take turns to role play a waiter dealing with a customers complaint as described in the text. You decide what the problem is this time. 46 Waiter Ask the customer if you can help him/her. Ask the customer to come somewhere more private with you . Repeat the problem to check you understand. Offer him/her a solution. Check that the customer is happy if not offer another solution. Respond to the customers thanks. Customer -----.... Say that you want to complain. _____ ....: Explain what the problem is you are very angry. .J. __ ------- Correct the waiter if he/she makes - -----....311. any mistakes or confirm if he/she understands. _ ______ Accept or reject the solution. - Confirm you are happy and thank the waiter.

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10 Imagine you went to the Roebuck Restaurant and had a bad experience . Complete this feedback form. Name: The Roebuck Restaurant Feedback Form T ick the appropriate bow. Email address: ____ _ _____ ___________ ____________ _ _ Is this your first visit D Y es D Na Describe the atmosphere in the restaurant o un 0 sophisticated 0 boring 0 romanlic o other phase speejfl _________ _ How long did it take for the server to take your ordcr _________________ ___ _ How long did it take or yo ur meal to arrive ____________ _ _ _____ ____ _ What was the attitude of the servers you can tic k lII ore thall one o helpful 0 unhelpful 0 po lite 0 rude 0 other pLease jpecifj ___ ______ _ _ _ Rate the service: 0 exce llent 0 very good 0 good 0 OK Rate the food: 0 exce llent 0 very good 0 good 0 OK What did yo u particularly like/ dislike about the restaurant "hat should wc change/ add to improve your experience Please tick the box if we can contact you about yo ur experience. 0 T hank you or helping us improve our service. VVe hope to sce yo u again soon 1 Opoor o poor 11 Read this email you received from the manager of the Roebuck Restaurant in response to your feedback form and write a reply. Use the information in exercise 10 and the rest of the unit to help you . .. " " I _ \Chi Co .ou.dI "" .... f ...... CoIotf _ ... 0 .. Subject: feedback form Dear Customer Im sorry to hear that you didnt enjoy your recent visit to our restaurant. It would be very helpful if you could explain your complaint to me in an email and tell me how you would like me to resolve th is problem. We greatly value all our customers and would hate to lose you. I look forward to hearing from you as soon as possible. Ki nd regards Zoe Rees Food and Beverage Manager Dear Zoe Thank you for your email. I would like to complain about... MY GLOSSARY to adjust /tu d3Ast/ ___________ _ not at all /not t J:I/ ___________ _ alteration /:::ltreIJn/ ___________ _ to overcharge /tu uvtJa:d3/ ________ _ to argue /tu a:gju:/ ____________ _ overcooked I.uvkukt/ ___________ _ argument la :gjumnt/ ___________ _ to overhear /tu UVhI/ __________ _ awaited /wertId/ _____________ _ poor /puw ______________ _ to be in a hurry /t bi ill hAri/ ________ _ rude /ru:d/ ______________ _ dont mention it /dunt menJn It/ _______ _ straight away /streIt we I/ _________ _ fresh drink /freJ dfllk/ _________ _ to rate /t relt/ ______________ _ to get defensive /t get dIfenslv/ _______ _ unhelpful/Anhelpful/ __________ _ greatly /greItli/ _____________ _ to value /t8 velju:/ ____________ _ hardly / ha:dli/ ____________ _ to walk away /t8 WJ:k 8wel/ _________ _ to lose /t lu:s/ _____________ _ 47

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Flash on English for Cooking Catering Reception Editorial coordination: Simona Franzoni Editorial department: Sabina Cedraro Linda Pergolini Language consultant: Li sa Suett Art Director: Marco Mercatali Page design: Sergio Elisei Picture Research: Giorgia DAngelo Production Manager: Fra ncesco Capitano Page layout: Sara Blasigh Cover Cover design: P ao la Lorenzetti Photo: Shutterstock © 2012 Ell S.r.1 PO. Box 6 620 19 Recanati Italy Tel. +39071 750701 Fax. +39071 977851 infoelionline.com www.elionline.com The publisher would like to thank Prof. Angela Pozzetti for her precious contribution. No unauthorised photocopying. All rights reserved. No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electron ic mechanical photocopying recording or otherwise without the prior written permission of Ell . This book is sold subject to the condition that it shall not by way of trade or otherwise be lent resold hired out or otherwise circu lated without the publishers prior consent in any form of binding or cover than that in which it is published and without a simi lar condition being imposed on the subsequent purchaser. Whi le every effort has been made to trace all the copyright holders if any have been inadvertently overlooked the publisher will be pleased to make the necessary arrangements at the first opportunity. Printed by Tecnostampa ISBN 978-88-536-1448-3 Acknowledgements Illustrated by: Laura Bresciani Luca Poli Photos acknowledgements: Corbi s: p. 17 Edizioni PLAN Archives: pp. 12 B D 18 19 A C D E F G H Ell Archives: pp. 4 A C 5 D 23 left 28 top right 33 D 38 B C 42 8 D F Ge im ages: p. 9 B Shutterstock: pp. 4 B 5 E F right 6 8 9 A C D 10 11 12 14 15 19 B 20 21 22 23 right 24 25 26 27 2 e rom top to bottom bottom right 29 30 32 33 C 34 36 37 38 A D E F G H I J 39 40 42 A C E 46.

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FLASH on English for CATERING and COOKING is specifically designed for students who are studying for a career in the catering industry. on English torCKING CKIERING RECf1prrIN It introduces the vocabulary and the language functions specific t o th is language sector and includes practice exercises in all four skills. Audio files in MP3 format are available online. FLASH on English for TOURISM ISBN 978-88-536-1447-6 FLASH on English trCOOKI:-\ C \TERI\ HECEIYrIO\ ISBN 978-88-536-1448-3 ESP oenefl Lye Prod.omou LUClaStllini FLASH on English for COMMERCE ISBN 978-88-536-1446-9 FLASH on English for TR/\:-\SPORT I OGISTICS ISBN 978-88-536-1451-3 - . . ESP Sc-r l Cf FLASH on English fir :-IEClI \:\ICS. El YCTRO\ ICS IECf I:\IG \L\SSIST\.\CE ISBN 978-88-536-1449-0 FLASH on English torO I Rl rno ISBN 978-88-536-1450-6 ISBN 978-88-536-1448-3 II11 1 1 I11I1I1111 788 614483

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