tailieunhanh - Ebook Highly recommended 2: Student's Book

(BQ) This new edition of Highly Recommended has been completely revised to take account of innovations and changing practices within the sector. Highly Recommended 1 provide students with simple, functional language for dealing with customers and colleagues in a variety of situations, from taking reservations to dealing with complaints. | Trish Stott Alison Pohl OXFORD Highly Recommended Q Student s Book Intermediate English for the hotel and catering industry Trish Stott Alison Pohl Highly Recommended Q Student s Book Intermediate English for the hotel and catering industry OXFORD UNIVERSITY PRESS Unit contents chart UNIT COMMUNICATIVE AREA situations functions STRUCTURES 1 Dealing with incoming calls Receiving incoming calls Taking messages Dealing with requests Offers Can Could Would you like to. I ll Requests I d like to Can Could 2 Customer information Giving information to customers Answering questions about hotel facilities and services Is there Are there There s There ore. There isn t There aren t Prepositions of location 3 Taking reservations Faking room reservations Confirming details of a booking Changing and cancelling reservations Prepositions of time 4 Dealing with booking enquiries Turning down bookings Giving explanations Suggesting alternatives Present Simple Present Continuous Short forms 5 Correspondence Writing letters and emails to customers Responding to emails and voicemails Overview of greetings and endings in correspondence Dear Madam Yours faithfully. Best regards etc. 6 Welcoming guests Making guests feel welcome Checking guests into their accommodation Giving essential information Possessive adjectives my your his. her its our your their Object pronouns me you him her it US you them 7 Dealing with check-in problems Finding solutions for problems Dealing with guests special needs Past Simple have got haven t got 8 Explaining how things work in the hotel room Helping guests with the room facilities Small talk Imperatives for instructions Adjectives and adverbs 9 Serving drinks Service in the bar and restaurant Question form review 10 Food service Taking customers orders Explaining menus and dishes Talking about cheeses and coffee Talking about quantity some one much many few a little more another enough 11 Know your region Giving information on visitor attractions Advising