Retail Hospitality Customer service

Making and dealing with complaints

Submitted by Hawa Lunat on Sun, 2017-05-07 16:13

Literacy: Speaking & Listening, Functional English - reading, Functional English - speaking, listening & communication

ESOL: ESOL Speak to communicate, ESOL Listen and respond, ESOL Lr/E2.2a, ESOL Lr/E3.2b, ESOL Sc/E2.2a, ESOL Sc/E2.3d, ESOL Sc/E3.4a, ESOL Sc/E3.4d

Context: Retail Hospitality Customer service

Resource type: Listening and/or speaking activity, Reading comprehension, Sort or match cards

Level: E2, E3

This resource has a range of activities to help students learn useful expressions/ language to make a complaint.
It is useful in building confidence in making complaints in person and on the telephone.

Editor’s note
Includes sample dialogue with questions (can also be used as a reading comprehension), matching cards, sammple scenarios, curriculum mapping and teaching notes.

Number patterns & sequences for Functional Maths

Submitted by Maggie Harnew on Mon, 2017-04-17 17:21

Numeracy: Functional Maths - number, N1/E1.8, N1/E2.1, N1/E2.2, N1/E3.1

Context: Gardening & Horticulture, Leisure Travel Tourism, Retail Hospitality Customer service, Sport

Level: E2, E3

Resource type: Assessment material, Worksheet or assignment

Although many learners find patterns and sequences (including odd & even numbers) straightforward, there is a sizeable proportion that really struggle – particularly those with dyslexia and/or dyscalculia.

This resource grew from my frustration at the lack of practice material available for this topic at Entry Levels 2 and 3 in my one to one support sessions.

Handling cash in a restaurant

Submitted by Anne Waddington on Mon, 2016-08-01 09:59

Numeracy: Functional Maths - measures, shape, money, Functional Maths - number

Context: Retail Hospitality Customer service

Level: E3, L1

Resource type: Worksheet or assignment

A contextualised set of Functional Maths tasks for catering and hospitalitystudents.
Includes:

  • Counting up money and making up floats
  • Adding up prices and working out change
  • Extracting information from a table

A separate answer sheet is also included.

Adapted from the ‘Salon’ and ‘Garage’ versions of this worksheet by Carrie Bray (20111) – see links below.
All three worksheets are also linked to the “Working with Decimals” lesson plan, PPT & objective checker by Charlotte Gustar (listed under *See also

Postal charges matching activity

Submitted by Chris Farrell on Thu, 2016-07-28 16:38

Numeracy: Functional Maths - data handling, Functional Maths - measures, shape, money

ESOL: ESOL Reading

Context: Business & Money management, Retail Hospitality Customer service

Resource type: Reading comprehension, Sort or match cards

Level: E3, L1

I use this in my ESOL Functional Maths classes. I know there are already excellent measures / postal charges resources on Skillsworkshop, but I wanted to do a matching type exercise, which ESOL students are very familiar with.

Working in groups of 2 or 3 it promotes discussion and language development. The money amounts and phrases are cut into slips.

How much?

Submitted by Marion Martin on Wed, 2016-07-27 20:10

Numeracy: Functional Maths - number

Context: Retail Hospitality Customer service

Level: E1, E2

Resource type: Worksheet or assignment

A worksheet suitable for those who have difficulty relating number amounts to the value of items. A hamburger £5 – a jacket £50. Exercises: write in the correct prices, match the word to the number, answer which is cheaper / more expensive. Includes answer key.

Editor’s note
This resources is available in UK pounds or Australian dollars. Ideal for E1-2 Functional Maths.

Asking where something is in a supermarket

Submitted by Sian Evans on Fri, 2016-03-04 01:00

Literacy: SLc/E1.3, SLc/E1.4, SLlr/E1.6

Pre-entry: SLlr/M8.1, SLlr/M8.2, SLc/M8.2, SLc/M8.3

ESOL: ESOL Lr/E1.2b, ESOL Lr/E1.4b, ESOL Sc/E1.3a, ESOL Sc/E1.3b, ESOL Sc/E1.4a, ESOL Sc/E1.4b

Context: Catering Food Nutrition, Independent living, Retail Hospitality Customer service

Resource type: Listening and/or speaking activity

Level: M8, E1

A speaking and listening activity designed to practise asking where food items are in a supermarket. Also involves practise with the numbers 1 to 8.
The sheet is repeated five times – with food items in different positions (numbered supermarket aisles) on each sheet.

Linked to Cambridge Pre-entry ESOL Activities 7a Excuse me …

Black Friday & online Christmas shopping

Submitted by Maggie Harnew on Wed, 2015-12-09 00:44

Literacy: Functional English - reading

Numeracy: Extract and interpret information, Functional Maths - data handling, Functional Maths - number, HD1/L1.1, HD1/L2.1

Free tags: Christmas

Context: Business & Money management, Retail Hospitality Customer service

Level: E3, L1, L2

Resource type: Reading comprehension, Worksheet or assignment

Based on two recent articles / surveys on Black Friday shopping, the main focus of this resource is Functional Mathematics but there is also an introductory page of English questions that check vocabulary, purpose of text and the ability to extract meaning from graphical material and captions.

This is followed by three pages of challenging differentiated questions for E3-L2 Functional Maths – all are based on the infographics within the text.

Job adverts

Submitted by Kathy Crockford on Wed, 2014-10-01 10:40

Literacy: Functional English - reading, Rt/E2.3, Rt/E3.4

Context: Catering Food Nutrition, Employment skills & Public services, Gardening & Horticulture, Painting Decorating & DIY, Retail Hospitality Customer service

Level: E1, E2, E3

Resource type: Discussion points, Reading comprehension, Writing prompts

This is a series of short job ads for a hotel (+ one for a school caretaker). Simple language and uncluttered layout..
Good for introduction to language of employment. I have used these with E1 to E3 and they work well as a differentiated resource

Higher levels can gauge implict information, especially for the school caretaker advert in writing covering application letters to include attributes such as working with children, being trustworthy and reliable etc)

Numeracy: Functional Maths - data handling, HD1/L1.1, HD1/L2.1

Free tags: discussion in maths

Context: Retail Hospitality Customer service

Level: L1, L2

Resource type: Discussion points, Worksheet or assignment, Writing prompts

The main resource has four pages. Three of the pages contain a chart and a brief to a group of students to discuss and write some sentences saying what the chart tells them. The twist is that each group of 3 students has a different chart drawn from the same data as the groups next to them. The fourth page has the table from which the charts were drawn.

The charts used are: dual/clustered bar chart comparing types of drink sold on two days.

Cocktails and smoothie ratios - extension tasks

Submitted by Stella Jales on Thu, 2013-02-21 12:48

Numeracy: Functional Maths - number, N1/L1.7, N1/L2.3

Context: Catering Food Nutrition, Retail Hospitality Customer service

Level: L1, L2

Resource type: Hands-on / practical activity

Hands-on extension tasks for various Skillsworkshop cocktail and smoothie resources. (Original resources can be found under “see also” below).

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