role-plays
Catering Services Management
FACILITIES & SERVICES
pick up a role-play
10
12
11
student b
student a
You work at the SUDARI HOTEL. Welcome the guest and answer any possible questions using this information:
- Fitness centre (24 hours)
- No swimming pool
- Hotel shops (books, newspapers, maps...) from 7am to 11pm
- Currency exchange (next to hotel shop) from 7am to 11pm
You arrive at the SUDARI HOTEL. Ask about these facilities & services:
- Fitness centre
- Swimming pool
- Map of the city
- Exchange money
(Adapted from HR2. Unit 6)
student b
student a
You work at the CENTRAL HOTEL. Welcome the guest and answer any possible questions using this information:
- Lifts & stairs to all floors
- Breakfast from 7.30 to 9.30 in the Green Room next to the lift
- Dinner from 6.30 to 10.00 in the Blue Room, top floor
- Hair salon (10am to 6pm), first floor
You arrive at the SUDARI HOTEL. Ask about these facilities & services:
- Information about lifts (your partner has a wheelchair)
- Meal times
- Where the restaurants are located
- A haircut
(Adapted from HR2. Unit 6)
student b
student a
You work at the CROWNE PLAZA HOTEL. Use the information below to answer the guest:
- 200 air-conditioned rooms
- World-class restaurant
- Roof terrace bar
- Fitness centre with sauna
- 24-hour room service
- Conference facilities
- Free shuttle from airport
- Concierge service (until midnight)
You arrive at the CROWNE PLAZA HOTEL. Find out if it has got these things:
- Meeting rooms
- Swimming pool
- Beach bar
- Shuttle bus
- Air conditioning
- Shops
- Concierge
- Room service
- Fitness centre
(Adapted from HR2. Unit 7)
student b
student a
You work at the SUNSET BEACH HOTEL. Use the information below to answer the guest:
- 140 air-conditioned rooms
- Two restaurants: international / Italian
- Shopping arcade
- Beach bar
- 15-metre swimming pool
- Delightful gardens
- Beauty salon
- Water sports on hotel lake
You arrive at the SUNSET BEACH HOTEL. Find out if it has got these things:
- Swimming pool
- Concierge services
- Gardens
- Restaurant
- Terrace bar
- Tours
- Shops
- Sports facilities
- Hair salon
(Adapted from HR2. Unit 7)
on the phone
pick up a role-play
10
12
11
student b
student a
You work at the PINES RESTAURANT. Deal with the telephone call using this information:
- There are no tables upstairs because the upstairs floor is closed at this time of the year.
- Offer as alternative a table near the window.
Call the PINES RESTAURANT to book a table with these details:
- 7 people
- Upstairs
- 8.00 pm
- Tuesday 14th February
(Adapted from HR2. Unit 4)
student b
student a
Call the KEYS HOTEL to book a table with these details:
- 20 people
- Sister´s 21st birthday party
- 7.30 pm
- Saturday 3rd September
You work at the KEYS HOTEL. Deal with the telephone call using this information:
- The dining room is full because of a wedding
- Offer a table in Sunshine Bar with the same menu as in the dining room.
(Adapted from HR2. Unit 4)
student b
student a
You want to celebrate a wedding reception on 10th June at 1.30 p.m. Call the hotel to discuss what you need. Use this information:
- 100 guests
- Champagne reception at guests arrive
- Sit-down meal
- Dancing in the evening
- Accommodation: six double rooms for two nights
- Parking not needed
- You have already ordered fresh flowers
A customer calls about holding a reception at your hotel. Find out information about the reception and what the customer needs.
- Date and time
- Number of guests
- Programme for day (arrival of guests, type of menu, etc)
- Accommodation?
- Parking?
- Flowers?
(Adapted from HR2. Unit 14)
student b
student a
A customer calls about holding a party at your hotel. Find out information about the party and what the customer needs.
- Date and time of the party
- Number of guests
- Type of menu
- Offer the service of printing invitations
- Birthday cake?
- Bar service?
- Parking?
You want to celebrate an 80th birthday party for a relative on 16th March at 6p.m. Call the hotel to discuss what you need. Use this information:
- 30 guests
- Room with a bar
- Buffet meal
- Birthday cake
- Accommodation: three family rooms for one night
- Parking spaces for 10 cars
- You are making your own invitations
(Adapted from HR2. Unit 14)
student b
student a
You are the head waiter of MICHEL'S RESTAURANT. Someone rings you and wants to reserve a table.
Ring MICHEL'S RESTAURANT and reserve a table:
- Four people
- Saturday evening
(Role play no.2)
student b
student a
You are the head waiter of RIVERSIDE RESTAURANT. Someone rings you and wants information about prices and menus.
- Address: 25, Helens Road
- Dinner: à la carte
- Lunch: set menu (£ 20 per person)
Ring RIVERSIDE RESTAURANT . Ask the head waiter to tell you about the restaurant. Ask if there is set menu in the evening Make a reservation
(Role play no.4)
student b
student a
You are the head waiter at the BEAR & STAFF RESTAURANT. Someone rings and wants to reserve a table. Answer his/her questions about the restaurant (see information below):
- Open Wednesday to Monday
- Lunch served from 12.00 to 3.00
- Dinner served from 6.00 to 11.00 (Sundays from 7.00 to 10.30)
Ring the BEAR & STAFF RESTAURANT. Ask to speak to the head waiter. Then ask what time they serve dinner and if they are open on Sundays. Book a table:
(Role play no.5)
student b
student a
You are the head waiter at MICHEL'S RESTAURANT. Someone rings and wants to reserve a table. Find below the reservations book for Monday:
- 8.00 Baker
- 8.30 Newbolt
- 9.00 ---
- 9.30 Bland
- 10.00 Williamson
Ring MICHEL'S RESTAURANT. You want to book a table.
(Role play no.6)
student b
student a
You are the customer. Make a reservation:
- Tonight
- 9 o'clock
- 6 people
- Better outdoors
You are the head waiter. You are fully booked tonight at 9 o'clock but there is a table free an hour earlier.
(Role play no.38)
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Transcript
role-plays
Catering Services Management
FACILITIES & SERVICES
pick up a role-play
10
12
11
student b
student a
You work at the SUDARI HOTEL. Welcome the guest and answer any possible questions using this information:
You arrive at the SUDARI HOTEL. Ask about these facilities & services:
(Adapted from HR2. Unit 6)
student b
student a
You work at the CENTRAL HOTEL. Welcome the guest and answer any possible questions using this information:
You arrive at the SUDARI HOTEL. Ask about these facilities & services:
(Adapted from HR2. Unit 6)
student b
student a
You work at the CROWNE PLAZA HOTEL. Use the information below to answer the guest:
You arrive at the CROWNE PLAZA HOTEL. Find out if it has got these things:
(Adapted from HR2. Unit 7)
student b
student a
You work at the SUNSET BEACH HOTEL. Use the information below to answer the guest:
You arrive at the SUNSET BEACH HOTEL. Find out if it has got these things:
(Adapted from HR2. Unit 7)
on the phone
pick up a role-play
10
12
11
student b
student a
You work at the PINES RESTAURANT. Deal with the telephone call using this information:
Call the PINES RESTAURANT to book a table with these details:
(Adapted from HR2. Unit 4)
student b
student a
Call the KEYS HOTEL to book a table with these details:
You work at the KEYS HOTEL. Deal with the telephone call using this information:
(Adapted from HR2. Unit 4)
student b
student a
You want to celebrate a wedding reception on 10th June at 1.30 p.m. Call the hotel to discuss what you need. Use this information:
A customer calls about holding a reception at your hotel. Find out information about the reception and what the customer needs.
(Adapted from HR2. Unit 14)
student b
student a
A customer calls about holding a party at your hotel. Find out information about the party and what the customer needs.
You want to celebrate an 80th birthday party for a relative on 16th March at 6p.m. Call the hotel to discuss what you need. Use this information:
(Adapted from HR2. Unit 14)
student b
student a
You are the head waiter of MICHEL'S RESTAURANT. Someone rings you and wants to reserve a table.
Ring MICHEL'S RESTAURANT and reserve a table:
(Role play no.2)
student b
student a
You are the head waiter of RIVERSIDE RESTAURANT. Someone rings you and wants information about prices and menus.
Ring RIVERSIDE RESTAURANT . Ask the head waiter to tell you about the restaurant. Ask if there is set menu in the evening Make a reservation
(Role play no.4)
student b
student a
You are the head waiter at the BEAR & STAFF RESTAURANT. Someone rings and wants to reserve a table. Answer his/her questions about the restaurant (see information below):
Ring the BEAR & STAFF RESTAURANT. Ask to speak to the head waiter. Then ask what time they serve dinner and if they are open on Sundays. Book a table:
(Role play no.5)
student b
student a
You are the head waiter at MICHEL'S RESTAURANT. Someone rings and wants to reserve a table. Find below the reservations book for Monday:
Ring MICHEL'S RESTAURANT. You want to book a table.
(Role play no.6)
student b
student a
You are the customer. Make a reservation:
You are the head waiter. You are fully booked tonight at 9 o'clock but there is a table free an hour earlier.
(Role play no.38)