东莞华翔酒店餐饮英语培训手册-ESENTIAL2

PART A RESTAURANT

CHAPTER 1 GREETING & SEATING

THEORY

Greeting and seating the guests is important. First impression are lasting impressions, so remember:

a)Use friendly language when talking to the guests and always be polite.

b)Guests like to be recognized, so use the guest’s names as often as possible (especially for long staying guests,)

c)Smile.

The guest will usually expect the hostess / waitress to select a suitable table for him. However, if the guest makes a special request, you should do your best to please him.

Should the restaurant be full, inform the guest of the approximate waiting time and suggest that he wait in the bar or try one of our other restaurants (offer to call for availability.) If they decide to wait be sure to “call” them wh en their table is ready.

GREETINGS

Good morning, sir.

Good afternoon, Madam.

Good evening, Ladies.

Good morning, Gentlemen,

Good afternoon, Mr. Johnson

SEATING THE GUEST

A table for … … ?

How many are you ?

This way please .

Please follow me .

Would you like to sit here .

Would you like to sit by the window ?

Never ask “Are you alone ?” instead to ask “Will there be someone joining you ?”

SPECIAL REQUESTS

A window table ? Certainly, sir. This way please.

No - smoking ? Certainly, sir. This way please.

No - smoking ? I’m afraid we don’t have a no - smoking section. But this table is quite sheltered.

A booth ? Certainly, sir. This way please.

FULLY BOOKED

I’m sorry, sir. We are fully booked at the moment. Would you mind coming back at … o’clock ?

May I suggest that you wait in the bar. It’s on the second floor.

DIALOGUE :

W : Good afternoon, sir. Welcome to the Chatterbox Coffeehouse.

G : Thanks.

W : How many persons, please ?

G : A table for four, please.

W : Where would you prefer to seat ?

G : Well, by the window, please.

W : I’ll show you to your table. This way please. Is this fine ?

G : O.K. That’ll do fine.

W : Please take a seat, sir.

G : Thanks.

W : A waiter will come to take your order. Just a moment, please.

CHAPTER 2 TAKING A RESERVATION

THEORY

a)Make sure you have a pen / notepad near the telephone. Listen attentively and politely and ask the guest to repeat if you don’t understand. ( I’m sorry, sir ? Would you spell that, please ? )

b)Be sure to repeat all the details.

c)Make sure caller rings off before you do .

d)If restaurant is booked for that date, offer an alternative. ( I’m sorry, sir, we are fully booked on that date / at that time. How about the 27th 9:00 p.m. )

KEY PHRASES

“ Good morning, Pine court Chinese Restaurant. Ben speaking. May I help you ?”“You’d like to make a reservation ? At wait time ? May I have your name and room number ?”

“For how many people ? For which date ? At what time ? May I have your name and room number ?”

“So, that’s a table for … people at … o’clock today / tomorrow / on the 24th.”“Thank you for calling Mr. … Goodbye.”

DIALOGUE : C = Caller W = Waiter

SITUATION ( A )

C : Hello, is that the Chatterbox Coffeehouse ?

W : Speaking. May I help you ?

C : Yes, I’d like a table for 8 tonight.

W : Just a moment, sir. I’ll check our reservation list. … Thank you for waiting, sir. I’m afraid we are fully booked for tonight. Would

you like make a reservation at another restaurant in the hotel ?

C : Well, where do you recommend ?

W : What kind of food would you prefer ?

C : Let’s see. Something usual would be good.

W : Our Pine court Chinese Restaurant serves many Chinese specialties.

C : That sounds interesting.

W : Shall I transfer your call ?

C : Do that, please.

W : Could you hold the line, please ? I’ll connect you.

SITUATION ( B ) C = Caller W = Waiter

C : Hello. Is this Bologna Italian Restaurant ?

W ; Speaking. May I help you ?

C : Yes, I’d like to reserve a table for tonight, please.

W : Certainly, sir. For how many persons, please ?

C : A party for six.

W : At what time can we expect you ?

C : Oh, at 7:00 tonight.

W : Would you like a table in the main restaurant or in a private room, sir ?

C : In the main restaurant will be fine.

W : Certainly, sir. A table for 6 at 7 tonight. May I have your name and telephone number, please ?

C ; Sure. It is Franks and my number is 585 - 7029.

W : Thank you very much, Mr. Franks. My name is Wang and we look forward to seeing you.

C : See you tonight. Goodbye.

W : Goodbye.

CHAPTER 3

PRESENTING THE MENU & OFFERING A DRINK

THEORY

a)Be sure to inform guest of items available other than on menu. E.g. Buffet, set menu.

b)Be prepared to describe dishes to guest if they don’t know what they are: it’s m ade with … it’s served with …

c)Make sure you know by heart all menu items, set menu, items available on buffet.

d)Always repeat the order, even for drinks.

e)If you give the guest a choice of items ask,” Would you prefer ?”

KEY PHRASES

“ Good Morning, sir.”

“ Here is the menu. We have an excellent buffet today or perhaps you’d like to try the set menu ?”

“ Would you like something to drink first ?”

“ Certainly, sir, one Coca-Cola. ?”

“ Tea, sir ? Would you prefer English or Chinese ?”

DIALOGUE : W = Waiter G = Guest

W : Good evening …… Are you ready to order, sir ?

G : Yes. What kind of food is the tempura ?

W : It is fish, prawns and assorted vegetables dipped in batter both Japanese and foreign guests.

G : Um. It sounds delicious. We’ll hav e the tempura dinner for two,

please.

W : The tempura dinner comes with raw fish. Will that be fine ?

G : I see. Well, I’ll take the raw fish but my wife doesn’t care for it.

Could she have something else instead ?

W : Certainly, sir. I would reco mmend the “Chawanmushi”. It is an egg custard with chicken, shrimp and gingko nuts.

G : O.K. She’ll try that.

W : Certainly. Just a moment, please.

CHAPTER 4 TAKING THE ORDER

THEORY

a)Make sure you record everything on the Captain’s order.

b)Repeat the order to make sure you have understood everything correctly.

c)Should you not understand, politely ask the guest to repeat : “ I’m sorry, sir ? Would you repeat that, please ?”

d)Should the guest ask you for something not available on the menu don’t ref use outright, check with the kitchen :

“ I’ll check with the kitchen, sir. Just a moment please.”

KEY PHRASE

“ Are you ready to order ?”

“ May I take your order ?”

“ So that’s one Club Sandwich and one Cheeseburger.”

“ Anything else, sir ?”

“ Thank you.”

DIALOGUE :

W : Good morning, sir. A table for two ?

G : That’s right.

W : I’ll show you to your table. This way, please.

Please take a seat. Which would you prefer, tea or coffee ?

G : Coffee, please.

W : Two coffees ?

G : Yes.

W : Certainly, sir. Will there be anything else ?

G : No, that’s all, thanks.

CHAPTER 5 SERVING THE FOOD

THEORY

a)Your Department Head will explain which sauces are served with which dishes.

b)Don’t forget to offer another drink when glass is ¾ empty.

KEY PHRASES

“ Excuse me, sir. Here is your … ”

“ Would you like some Salad Dressing ?

Tomato Ketchup ?

Mustard ?”

“ Would you like another glass of white wine ?”

DIALOGUE :

W : Your steak, salad and beer, sir. Please enjoy your lunch.

W : Excuse me, may I show you the dessert menu ?

G : Sure, go ahead .

W : Here you are, sir.

G : Let’s see. I’ll have some ice cream, please.

W : Which flavor would you prefer, walnut or vanilla ?

G : I’ll take the walnut, please.

W : Certainly, sir. Just a moment, please.

W : Your ice cream and coffee, sir. Will that be all ?

G : Yes.

W : Thank you, sir. Have a nice afternoon.

G : Thanks.

CHAPTER 6 CLEARING AWAY

THEORY

a)Your Department Head will explain how to clear away dishes. It’s usually a good ideal to say a few words before clearing the dishes away.

b)When clearing away main course dishes, it is common practice to offer a dessert. Check with your Department Head for correct procedure.

c)Show your concern and help to increase guest satisfaction by checking that the guest enjoyed the meal.

KEY PHRASE

“ Excuse me, sir, have you finished ?”

“ May I take this away ?”

“ Did you enjoy your lunch / dinner / meal ?”

“ Would you like a dessert, sir ?”

“ Would you like a cup of coffee with your dessert, sir ?”

SOME USEFUL SENTENCES :

a)Excuse me, may I take your plate, sir ?

b)Have you finished your meal, sir ?

c)May I move your plate to the side ?

d)May I clean ( clear ) the table, sir ?

e)May I wipe the counter, sir ?

CHAPTER 7 GUEST REQUESTS

THEORY

a)You should try your best to satisfy the guest’s needs so all guest requests should be handled politely, showing concern.

b)Check with your captain or the kitchen if the guest requests an item not normally available.

c)Should a certain item be unavailable, always offer an alternative.

KEY PHRASES

“ Certainly, sir / One moment please. Of course madam.”

“ I’ll check with the kitchen. Just a moment please, sir.”

“ I’ll ask my captain, sir.”

“ I’m sorry, sir. The … is not available today. May I recommend the … ?

It’s very good.”

DIALOGUE : OT = Order Taker G= Guest

OT : Room Service. May I help you ?

G : Yes, I’d like to order dinner

OT : Certainly, sir. Go ahead, please.

G : I’ll have a grilled steak, a green salad and an order of French

Fried.

OT : I’m afraid we cannot ma ke any grilled dishes, sir. Would you like something else ?

SENTENCES :

I.There is no grill in Room Service.

II. It is not in season.

III. It has been sold out.

IV. It is not on the menu.

V.I’m afraid we cannot serve sandwiches yet, sir. They are availabl e from 11:00 a.m.

VI. I’m afraid soybean milk is only available until 11 a.m.

CHAPTER 8 THE BILL / CHECK

THEORY

a)Try to bring the bill as promptly as possible.

b)Remember to tell the guest the amount of the bill.

c)Tell the guest how much you received.

d)Tell the guest the amount of the change.

e)If possible, count the change in front the guest.

f)Always have a pen ready to give the guest.

g)If the guest complains that the bill is wrong, apologize and check with cashier : “ I’m sorry, sir. Just a moment. I’ll check it for you.”

Bill is used by British. Check is used by Americans.

KEY PHRASES

“ The bill / check, sir ? Certainly. One moment please.”

“ Here you are, sir.”

“ Please sign here.”

“ I’m sorry, sir. Just a moment. I’ll check it for you.”

DIALOGUE : C = Cashier G = Guest

C : Good evening, sir. May I help you ?

G : Yes, how much will this be ?

C : Just a moment, please. I’ll check it for you.

Thank you for your waiting, sir. Your bill comes to N.T.$ 13,450.

G : Fine. Will this be enough ?

C : No, that’s too much, sir. N.T.$ 15,000 will be enough. Here is your

change of N.T.$ 1,550.

G : Thanks.

C : Thanks you, sir. Have a nice evening.

CHAPTER 9 PARTINGS

THEORY

a)Partings are equally as important as greetings. A guest who leaves the restaurant and is not bade farewell, may feel neglected and gain a negative impression of the restaurant, the staff and the whole hotel.

b)Say “ Goodbye” with feeling and a smile.

KEY PHRASES

“ I hope you enjoyed your lunch / dinner / meal.”

“ Goodbye sir / Mr. … … Thank you for your coming.”

“ Good night Madam / Mrs. …. …”

Invite them to come back “ Please come back to see us again.”

SENTENCES :

I.Have a nice day / afternoon / evening, sir.

II.Thank you for dining with us. Please come again.

III.I hope you enjoyed your meal. Please come again.

IV.H ope to see you again soon.

V.It’s a pleasure to serve you again, sir. We look forward to seeing / serving you again.

VI.W e hope to welcome you again.

VII.Could you pay at the Cashier’s Desk at the entrance, sir ?

VIII.It’s very kind of you, sir, but I’m afraid we cannot accept tips. A 10% service charge has already been added to your bill.

IX.Well, if you insist, sir. Thank you very much indeed.

X.You may pay at your table, sir.

CHAPTER 10 VOCABULARY

COMMON WORDS IN A RESTAURANT

teapot salt and pepper napkin spoon knife fork cup and saucer glass plate bowl sugar bowl milk jug ashtray flower vase chopsticks toothpick table table cloth tray