Complaints

Ex 15. Write what Joanna has been doing.

e.g. try to get hot water/ten minutes → She’s been trying to get hot water for ten minutes.

1.talk on the phone/half an hour → ……………… . 2. wait/twenty minutes→ ……………. . 3. work in her job/four years → …………………….. . 4. live in Seattle / five years →…………………… .

Ex 16. These people are managers at a big hotel. Write sentences about them using who.

e.g. John Burns is the person who’s responsible for the bar.

The BARCLAY Hotel
John Burns	Bar Manager
Kathy Pederson	Restaurant Manager
Stephanie Gluck	Sales Manager
Derrick Watt	Pool & Garden Manager
Manuela García	Rooms Manager

Ex 17. Match the complaints to the answers.

There are no towels in my room.	I’ll contact the Room Service waiter.
I can’t get through to Japan.	I’ll send the engineer from maintenance.
My breakfast is late.	I’ll get the housekeeper for you.
I'm still waiting for my luggage.	Please call the hotel operator.
The air-conditioning doesn’t work.	The bell man is on his way.

Ex 18. Complete the conversation between Room Service and this guest, using will and a suitable verb.

Room service

A: This is Room Service speaking.

B: Hello. This is Room 541.Can I order a sandwich please?

A: ………….. that ………….. a Studio’s Club sandwich or a House Special?

B: I …………..the House Special, but without blue cheese dressing.

A: …………..you ………….. another dressing?

B: No thanks. That …………..all. Oh, and a cola, too.

A: You …………..cola in the mini-bar in your room.

B: Great.

A: Your sandwich …………..ready in ten minutes. Good-bye.

Ex 19. Rewrite the sentences using else.

e.g. There’s another person here to see you. → There’s someone else here to see you.

1.There are no other things in the room. → ………… . 2. Do you have another place to visit before you leave? → …………….. . 3. There is one other thing to do this afternoon →. …………………. . 4. There are no other people left→………………. .

Ex 20. Put the verbs into the past tense. Use each verb once: make, leave, eat, check, stay, pay, have, call

Check-Out

Ted Malone stayed in Room 355 at the Studio Inns Hotel in L.A. for one night. He _____ a snack in his room last night and ______ breakfast at the buffet this morning. He _______ Tokyo yesterday afternoon and today he _______three calls to his boss in Salt Lake City before he ________ out. He _______ by American Express and ________ the hotel at eleven-thirty a.m.

Ex 21.Complete Ted Malone's hotel account using the information above, and these words: calls, total, charge, tax, due, buffet, room, International

Room	Name: Ted Malone	PAGE1
Method of payment:
Date: October 30	Check out time	$
Carry over from previous pages:		0.00
Room 10/29 Service 10/29 Breakfast 10/29 calls 10/29		170.00 21.75 5.90 18.48
National 10/30		12.60
Grand		228.73
State		41.17
Amount		269.90

Ex 22.What were these people doing when you entered the hotel?

e.g. Front Desk clerk/fill in a form → The Front Desk clerk was filling in a form.

1. Bell Captain/call a cab → ………. . 2. Group of tourists/wait for their bus→

……… . 3. Wilbur Meeks/phone his boss →………….. .

Lesson 9.2.2. Making presentations

Lead-in

Ex 1. Work with a partner. Tell each other about the different sorts of newspapers you read.

a) Are they

• daily or weekly papers?

• morning or evening papers?

• tabloids or broadsheets?

• national, regional, or local papers?

• papers you have to pay for or papers that are paid for by the advertisers?

b) In your opinion, which papers are

• the most informative?

• the most entertaining?

• the best medium for advertisers?

Listening

Ex 2. You are going to listen to a manager from a marker research company making a presentation. Listen to her talk. What type of newspaper is most widely read, and what type does she recommend advertising in?

Ex 3. Complete these sentences from the presentation. Use one word in each space then listen again and check your answers.

Eva: Er ... how ________ time have we got?

Paul: Only a ________, I’m afraid,

Eva: Well in that case, I’ll begin straight away with a ____________ of our survey results.

Roger: How ____________ people did you question?

Eva: Just _____________ a thousand.

Paul: Do you ___________________ we advertise in the national tabloids?

Eva: No. I ___________ you to advertise in the papers that attract the right sort of readers.

Eva: I ______________ you concentrate your efforts on these weekly papers.

Ex 4. Making recommendations .

1. Match the two halves of these sentences.

The wastage rate on this component is over 8%, so...	a) we recommend your booking early.
We expect the construction industry to suffer badly in this recession, so ...	b) we recommend that you sell your shares in building companies.
We are 100% certain we can win, this case, so ...	c) we advise you to take them to court.
20% of your customers account for 80% of your sales, so ...	d) we advise targeting sales efforts at that group.
Nearly a quarter of the calls your company receives come from abroad, so ...	e) we suggest you redesign it.
Only a few of the seats on this flight are allocated to business class passengers, so ...	f ) we suggest classes in telephone English.

b) Complete these recommendations:

1. That old machine is expensive to run, so we recommend ...

2. A lot of cars have been stolen from around here, so I advise ...

3. We're offering a special deal this month – tip to 20% off, so I suggest...

4. If you'd like to try some local food, I recommend ...

5. You can't afford to purchase three new vehicles outright, so I suggest ...

6. He still owes me $50 from Christmas. So if he asks to borrow any money, I advise ...

c) Now discuss what recommendations to make to your client. You need to decide on

• the image of the product

• the name of the product

• a sports personality to promote it

• its price

• its container (can, carton, plastic bottle, glass bottle)

• the most suitable retail outlets (supermarkets, health food shops, chemists, street vending machines, sports centres)

• advertising (magazines, newspapers, direct mail shots, billboards, television, cinemas).

Ex 5. Plan how you will structure your presentation. You can follow the plan below or create your own. Decide which member of your group will present each section.

• An introduction, explaining the structure of the presentation

• The survey results

• The consumer profile

• Your recommendations

• Questions from the audience