Английский язык для гостеприимства. Модуль 1: Ресторанный бизнес (English for Hospitality. Module 1: The Restaurant Business)

АНГЛИЙСКИЙ ЯЗЫК ДЛЯ ГОСТЕПРИИМСТВА

МОДУЛЬ 1: РЕСТОРАННЫЙ БИЗНЕС 

ENGLISH FOR HOSPITALITY

MODULE 1: THE RESTAURANT BUSINESS

А. Б. Фадеева

Учебное пособие

Издательский дом «Дело»

Москва| 2021

Фадеева, А. Б.

Ф15     Английский язык для гостеприимства. Модуль 1: Ресторанный бизнес (English for Hospitality. Module 1:  
The Restaurant Business) : учебное пособие / А. Б. Фадеева — Москва: Издательский дом «Дело» РАНХиГС, 
2021. — 134 с. — ISBN 978-5-85006-356-6

Учебное пособие предназначено для студентов направления подготовки «Гостиничный и ресторанный 
бизнес». Индустрия гостеприимства является одной из самых динамично развивающихся сфер 
бизнеса, а также самой интернациональной, в связи с чем большое значение в учебной деятельности 
приобретает овладение профессиональным английским языком. Пособие содержит тематические тексты 
профессиональной направленности на английском языке и оригинальные упражнения на развитие 
коммуникативных навыков в профессиональной сфере. Специально разработанные упражнения также 
направлены на усвоение профессиональной лексики и профессиональных оборотов на английском 
языке, необходимых для успешной профессиональной деятельности.

Учебное пособие подготовлено с учетом новейших методических разработок в области преподавания 
профессионального английского и будет полезно как студентам, так и широкому кругу читателей, интересующихся 
данной сферой.

Публикуется в авторской редакции.

УДК 640.41
ББК 65.432

ISBN 978-5-85006-356-6

© ФГБОУ ВО «Российская академия народного хозяйства и государственной службы при Президенте 
Российской Федерации», 2021

УДК 640.41
ББК 65.432
           Ф15

The restaurant business

1.   Types of restaurants................................................................................................................................... 6

2.   Describing a restaurant.............................................................................................................................10

3.   Restaurant concepts..................................................................................................................................11

4.   Restaurant business and entrepreneurship...............................................................................................13

5.   Success and failure...................................................................................................................................15

6.   Project work............................................................................................................................................. 17

Meet the restaurant staff

1.   Lead-in: Meet the staff..............................................................................................................................19

2.   Front-of-the-house activities.....................................................................................................................20

3.   Personal characteristics of staff................................................................................................................23

4.   Staff responsibilities..................................................................................................................................25

5.   Talking about your job and rules at work..................................................................................................26

6.   Reacting to information............................................................................................................................28

7.   Writing a job description...........................................................................................................................29

8.   Case study................................................................................................................................................30 

Inside a restaurant

1.   The restaurant premises...........................................................................................................................33

2.   Kitchen design..........................................................................................................................................34

3.   Equipment and appliances........................................................................................................................36

4.   Utensils.....................................................................................................................................................38

5.   Common problems in the restaurant.........................................................................................................41

Table
of
Contents

Unit 1.

Unit 2.

Unit 3.

6.   Listening: solving problems...................................................................................................................... 43

7.   Getting things done.................................................................................................................................. 44

Different foods
and cooking methods

1. Different foods............................................................................................................................................46

2. Cooking methods........................................................................................................................................49

3. Describing food...........................................................................................................................................50

4. Recipes.......................................................................................................................................................51

Unit 4.

The menu

1. Types of menus.........................................................................................................................................55

2. Menu planning...........................................................................................................................................56

3. Menu layout...............................................................................................................................................58
4. Menu talk...................................................................................................................................................60
                                         
5. Reading: menu psychology........................................................................................................................63
....
    
    Project: Design а menu .............................................................................................................................65
                                         
                                         
Restaurant service

1. Serving styles.............................................................................................................................................67

2. Serving guests............................................................................................................................................71

3. The Host and the Hostess..........................................................................................................................72

4. Taking reservations greeting and seating guests........................................................................................73

5. Serving food and beverages.......................................................................................................................76

6. Processing payment...................................................................................................................................78

7. Suggestive selling......................................................................................................................................80

8. Setting the table.........................................................................................................................................85

Dealing with complaints

1. Types of complaints...................................................................................................................................88

2. Dealing with complaints: Dos and Don’ts...................................................................................................92

3. Practice handling complaints.....................................................................................................................93
4. Describing problems with food..................................................................................................................96

5. Follow-up...................................................................................................................................................97

Unit 5.

Unit 6.

Unit 7.

Beverages. The bar

1.   Types of bars............................................................................................................................................99

2.   Bar talk....................................................................................................................................................103

3.   Objects at the bar....................................................................................................................................104
4.   Bar management.....................................................................................................................................105

5.   Wines and it’s types................................................................................................................................107

6.   Wine tasting............................................................................................................................................108

7.   In a wine shop.........................................................................................................................................111

8.   Food and wine pairing.............................................................................................................................112

9.   Wine serving techniques.........................................................................................................................113

10. Serving beverages...................................................................................................................................114

11. The world of tea......................................................................................................................................116

12. The English Tea Ceremony......................................................................................................................122

The Green Restaurant 

1.   Reading: Doing the Green Business........................................................................................................125

2.   Linking and contrasting ideas.................................................................................................................128

3.   Sustainability and going Green................................................................................................................129

4.   Environmental auditing...........................................................................................................................132

                                          

Unit 8.

Unit 9.

Unit

The restaurant
business

What is the latest craze in the place where you live?

1. What do you see in the pictures?
2. Do you know the name of each type of restaurant 
    in the pictures? Talk about the differences between 
    the restaurants in terms of:

    • Ambience
    • Interior 
    • Cuisine
    • Service 
    • Prices 

3. What kind of restaurants do you usually go to?  

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1.1. With a partner, tell each other 
      about the different restaurants in the area  
      within walking distance of where you live. 
      What types of restaurants are they? 
      Are there any restaurants in your area/
      city that you fancy? 
      What makes the place special? 
Types
of
Restaurants
1.2. Read the text about different types 
      of restaurants and answer questions:

      1. What types of restaurants are there?
      2. Decide if the following are true for Independent restaurants (I) or Chain restaurants (C)

      • They are easier to manage
      
      • They are linked with higher risks
 
     • There is a lot of standardization 
      • They offer more creativity

There is no single definition of the various classifications of restaurants, perhaps because it is an evolving business. 
Most experts would agree, however, that there are two main categories: independent restaurants (indies) and chain restaurants. 
Other restaurants receive designations such as fine dining, casual dining and dinner house restaurants, family and quick-service 
restaurants. Some restaurants fall into more than one category – for instance, a restaurant may be both quick service and ethnic, 
such as Taco Bell. 

Individual restaurants (also called indies) are typically owned by one or more owners, who are usually involved in the day-to-day 
operation of the business. Even if the owners have more than one store (restaurant-speak for a restaurant), each usually functions 
independently. These restaurants offer the owner independence, creativity and flexibility, but are generally accompanied by more 
risk. For example, the restaurant might not be as popular as the owners hoped it would be, the owners might lack the knowledge 
and expertise necessary for success in the restaurant business or have no cash flow to last several months before making 
earnings. You only have to look around your neighborhood to find examples of restaurants that failed for one reason or another. 

Chain restaurants are a group of restaurants, each identical in market, concept, design, service, food, and name. 
Part of the marketing strategy of a chain restaurant is to remove uncertainty from the dining experience. The same menu, 
food quality, level of service, and atmosphere can be found in any one of these restaurants, regardless of location.

A collocation is a group of words in a language that go together. For example, “risk” is a word, 

but “take a risk” is a collocation. The word “risk” collocates with other words, such as “avoid risk”. Collocations differ 

in different languages. Look at the following collocations and decide if they are the same in your language or not:

 
— Take an order

 
— Make your bed

 
— To make progress

 
—To do the washing-up

Think of 2 collocations in your language. Ask your partner to translate them into English. 

It is always a good idea to learn collocations, not separate words, this will help you learn the language faster 

and allow you to use it more fluently.

Find the words below in the text which you’ve just read. Write words on the right and words on the left to make collocations.

evolving
category
day-to-day
accompanied
knowledge

a profit
failed

Check with a partner. Choose two collocations and make two questions using them.

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1.3. Read the text quickly and answer questions

1. What is the main idea of fine-dining restaurants?
2. Do you know any fusion restaurants in your city?
3. What is the latest craze in the place where you live?

Fine dining
       A fine-dining restaurant is one where a good selection of menu items is offered; generally at least fifteen or more different 
entrees can be cooked to order, with nearly all the food being made on the premises from scratch using raw or fresh ingredients. 
      Many of these restaurants serve haute cuisine (pronounced hote), which is a French term meaning “elegant dining” or literally 
“high food”. 
      Most fine-dining restaurants are independently owned and operated by an entrepreneur or a partnership. In recent years, fine 
dining has become more fun because creative chefs offer guests fine cuisine as an art.  Many cities have independent fine-dining 
restaurants that pursue those who are not content with chicken wings and deep-fried cheese. 
      Chefs are therefore making approachable, yet provocative food; each course is expertly prepared and may be served with wine.
      Several types of restaurants are included in the fine-dining segment: various steakhouses; ethnic, celebrity, and theme 
restaurants. The upscale steakhouses continue to attract the expense account and “occasion” diners. Naturally, they are located 
near their guests and in cities with attractions that draw big crowds. 
       A few ethnic restaurants are considered fine dining – most cities offer a choise of Italian, French and other restaurants. 
Some even have fusion (a blend of two cuisines, for example, Italian and Japanese). Fusion restaurants must pay particular 
attention when blending two unique ethnic flavours. If successful, the dish could turn out to be the latest craze; if not, 
it could be disastrous! There are also celebrity chef-owned fine-dining restaurants, where the chefs are role-models 
and set the fashion. 

1. What is the main idea behind family restaurants?
2. What is the largest-growing type of ethnic restaurants in Russia? What do you think are the reasons for this?

Casual dining restaurants 
As implied, casual dining is relaxed and could include restaurants from several classifications: chain or independent, ethnic 
or theme. 

Family restaurants
Family restaurants evolved from the coffee shop type of restaurant. In this segment, most restaurants are individually or family 
operated. Family restaurants are generally located in or within easy access to the suburbs. Most offer an informal setting 
with a simple menu and service designed to please all the family. Some family restaurants have incorporated salad and dessert 
bars to offer more variety and increase the average check. 

Ethnic restaurants
The majority of ethnic restaurants are independently owned and operated. The owners and their families provide something 
different for the adventurous diner or a taste of home for those of the same ethnic background as the restaurant. 
The traditional ethnic restaurants sprang up to cater to the taste of the various immigrant groups  - Italian, Chinese and so on. 

1. What are some well-known theme restaurants in your city?
2. What kind of decor do they feature?
3. What kind of food do they feature?
4. Does the food blend in with the decor? How?

Theme restaurants
Many theme restaurants are a combination of a sophisticated 
specialty and several other types of restaurants. They generally 
serve a limited menu but aim to wow the guest by the total 
experience. An example of a theme restaurant is T.G.I Fridays 
and Bennigan’s. These are casual, American bistro-type 
restaurants with a lively atmosphere. People are attracted 
to theme restaurants because they offer a total experience 
and a social meeting place. Among some of the decors 
of theme restaurants are those featuring airplanes, railway, 
dining cars, rock-and-roll, retro and many others.

1. What are the most popular QSRs in your city/area?
2. Are there any QSRs that can only be found in your city/country?

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Quick-service/Fast-Food restaurants
Quick-service restaurants (QSRs) include different restaurants whose slogan is “quick food”: hamburger, pizza, chicken, pancakes, 
sandwich shops, and delivery services.
 
       Quick-service or fast-food restaurants offer limited menus featuring food such as hamburgers, fries, hot dogs, chicken 
(in all forms), tacos, burritos, and other items for the convenience for people on the go. Customers order their food at a counter 
under a brightly-lit menu featuring color photographs of food items. Customers are often encouraged to clear their own trays, 
which helps reduce costs. 
      Quick-service restaurants have increased in popularity because of their location strategies. They are found in very convenient 
locations in every possible area. Their menus are limited, which makes it easy for customers to make quick decisions 
on what to eat. The world equates time with money these days, and most people do not want to spend time trying to look through 
long menus to make an eating decision. These restaurants deliver fast service and usually include self-service facilities, too. 
Such restaurants also use cheaper, processed ingredients, which allow them to have extremely low, competitive prices. 

 Adapted from “Introduction to Hospitality” by John R.Walker, sixth edition.

1.4. SELF-STUDY & INTERNET SEARCH. 

There are many different classifications of restaurants. For example, restaurants can be classified according to the type 
of menu. There are “A la Carte” restaurants and “Table D’Hote” restaurants. Use a search engine to find out about these types 
of restaurants and share with the class. 

1.5. Match the type of restaurant with the following descriptions. With a partner, check the meanings of the words in bold:

1.    They are convenient for those on the go. 
2.    They offer an informal setting.
3.    They sprang up to cater for the tastes of immigrants. 
4.    The food is made on the premises from scratch. 
5.    Customers order their food at the counter. 
6.    Customers clear their own trays. 
7.    They offer a lively atmosphere. 
8.    They can be disastrous. 
9.    They blend two unique ethnic tastes. 
10.  These restaurants use processed ingredients. 
11.  A good selection of menu-items is offered.
12.  They are usually upscale. 
13.  They offer food that is the latest craze. 

1.6. Mind-mapping.
       Make a mind-map of different restaurant types. Use collocation when mind-mapping.

Fine 

dining restaurants

Celebrity
Haute
cuisine

QSRs

Casual 

restaurants

Family

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1.7. Discuss the questions:

1.    Choose a restaurant you often go to. Use at least 5 collocations from 1.5 to describe the restaurant.

2.    Do different kinds of restaurants need to be run differently? In which ways? What are the differences?

1.8. Language check

Complete the exercise with ONE word.

1.    A fine-dining restaurant is one where a good selection of menu items is ________________.

2.    Nearly all the food is made on the premises _________ scratch.  

3.    They are located near their guests and in cities with attractions that ___________ big crowds. 

4.    Fusion restaurants must pay particular attention when ____________ two unique ethnic flavors.

5.    Family restaurants are generally located in or within easy ________________ to the suburbs.

6.    Some family restaurants have incorporated salad and dessert bars to offer more variety and ____________the average check. 

7.    The traditional ethnic restaurants ___________ up to cater to the taste of the various immigrant groups.

8.    T.G.I. Friday is a casual restaurant with a _______________ atmosphere.

9.    People are ___________________ to theme restaurants because they offer a total experience and a social meeting place. 

10.  Quick-service or fast-food restaurants offer limited menus ________________ food such as hamburgers, fries, etc. 

11.  They are convenient for people on the ________.

12.  Customers ____________ their food at a counter under a brightly-lit menu.

13.  Their menus are limited, which makes it easy for customers to make quick ______________ on what to eat. 

14. Such restaurants also use cheaper, processed ingredients, which allow them to have extremely low,  _______________ prices. 

Compare with a partner. Then check with the text. 

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Describing
a restaurant

2.1. Think of 3 positive and 3 negative phrases to describe a restaurant. Use the pictures 
      and add your own ideas

2.2. In pairs, decide which of these things about a restaurant are good and which are bad. Together, decide why.

• 
It overlooks the sea.

• 
It’s always packed

• 
It’s deserted

• 
It’s a rip-off

• 
The menu is limited.

• 
It’s all vegan

• 
It’s got home-style cooking

• 
It’s got trendy decor

• 
It only does steaks

• 
The restaurant is inviting

• 
The food’s very rich

• 
The portions are huge/generous

• 
The pizza is very greasy

• 
It’s good value for money

2.3. With a partner, discuss these questions:

1. Do you eat out much? How often? Where do you usually eat?

2. Using words from this unit and the exercise above, how would you describe the place where you normally go?

3. Have you ever been to other places described in exercise 2.1. Share with a partner. Try to give at least one example for each 
    description. 

2.4. Without looking at exercise 2.1., reformulate sentences. With a partner, check.  Student 1 – read the sentences below. 
       Student 2 – reformulate them using phrases from 2.1. 

1. It has food similar to the one you cook at home.

2. There are always many people.

3. There’s hardly anybody there. 

4. The prices are appropriate for the level of food and service.

5. It contains a lot of bad fat.

6. It only contains vegetable ingredients. 

7. There are not many items on the menu.

8. The look of the restaurant makes you want to go in.

9. The money they charge for the meals is ridiculous. 

10. The portions are big. 

11. You can see the sea from the window. 

12.  You can only order a steak at this restaurant

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Restaurant
concepts

3.1. Do you know any cafes or restaurants 
       in your area/city that are unusual 
       and innovative in any way? 
       What innovative ideas do these 
       establishments feature? 
       Share with a partner.

3.2. You are going to watch a BBC video 
       about new business concepts called 
       “Would you pay ‘6 p a minute to be 
       in a cafe’?”. What do you think the video 
       will be about? Hold an ‘idea showering’ 
       session.

3.3. Now watch the video and jot down all 
       the ideas that the cafe features. 
       Share with a partner.

3.4. What do you think about this business 
       concept? Would it be successful 
       where you live? List 3 advantages 
       and 3 disadvantages. 

3.5. Look at the language of the episode. Do you remember the words that were used in the episode?

1.    You ___________ and ___________ at  a hotel-style desk. 

2.    Your bill is ____________________________ 6 p a minute.

3.    Our ___________________________is completely unique. We charge 6 p a minute. Start your stopwatch on your iPhone 
       
       if you like and _________________ to the penny what your bill’s going to be. 

4.    You must get some people who try to _________ the __________ and if I’ve only got  20 p in my pocket, I can __________ in,

       wolf down coffee and cake and leave. Does that happen? 
    
    
    - It happens and it’s absolutely fine. I’m not even sure I would call it__________. What we offer is no minimum, no minimum
       charge, so if somebody feels they want to come in and eat as much as possible, that’s absolutely fine. 

5.    You feel under _____________________ because you know that each minute counts.  

6.    You do think about it after a couple of hours here. But I think it’s really good because you really concentrate 
      
       on how much work you can _________________. 

7.    I think the smallest ___________ was three minutes so 18 p, somebody wanted to go to the loo. 

8.    We ask that people _____________ the__________.  But this has been a positive experience in human nature.

9.    The business __________ a _____________. It gets 10000 customers each month. 

10.  You’ve got one of these in London but you’ve got several in the North, in Manchester and Liverpool
       and you’re _____________ more. Why is it you’re able to expand up here? 
    

    - One principal reason which is __________. We could do it in London if we were charging 20 or 25 p a minute 
       
       but it _______________ pretty fast, 15 pounds an hour. Starts to sound expensive. 

3.6. Watch again and check. 

3.7. Make 4 questions about video for your partner. Answer your partner’s question.  

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3.8. Put words into the correct order. The first word is given in bold. 

1. feel  / under / you / pressure / time

2. mechanism / unique / our / pricing / completely / is 

3. charge / we / 6 p / minute / a

4. I / wolf / dash / in / down / coffee /and / can

5. we / what / minimal / no / offer / charge / is

6. ask / we / space / people / that / respect  / the

Now practice saying the words in 3.8. using the right pronunciation. 

3.9. Do you remember the collocations in which these words were used in the video? Check your memory! Try to remember 
       and write down what was on the right and what was on the left of the words below to make collocations. 

desk

mechanism 

stopwatch

penny

abuse

wolf

fit

loo

Role-play

Role-play the conversation between the cafe owner and a journalist. To prepare, highlight useful phrases and expressions 
in exercise 3.5. and use them in your dialogue. Then change roles. 

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