English For Food & Beverage Services

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English For Food & Beverage Services
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  1  2 TABLE OF CONTENTS TABLE OF CONTENT ................................................................................................. ii UNIT 1RESERVATION ............................................................................................... 3 UNIT 2 SETTING TABLE ........................................................................................... 14 UNIT 3 WELCOMING And SEATING GUEST .......................................................... 27 UNIT 4 GIVING MENU ................................................................................................ 37 UNIT 5 FOOD ORDER.................................................................................................. 45 UNIT 6 SERVING GUEST ........................................................................................... 56 UNIT 7 CLEARING TABLE ........................................................................................ 67 UNIT 8 PRESENTING BILL ......................................................................................... 77 UNIT 9 HANDLING COMPLAINTS .......................................................................... 89 UNIT 10 JOB DUTY ...................................................................................................... 112 UNIT 11 GOOD WAITERS IS ..................................................................................... 116 REFERENCE  3  4 Taking Reservation Definition Reservation may be taken by post, by email, via internet, by telephone and in person. Reserving a table is often the first contact that a potential customer has with the establishment and it is therefore important to give the right impression. Reservation in the restaurant is mostly done through a telephone form. As a waiter or waitress, she/he has to be able to handle the guests’ reservations through telephone. Friendly, warm and caring are the basic value that must be owned by waiter or waitress. Table Reservations Procedure for Restaurants Steps Expression Greeting   •   Good (morning / afternoon / evening). Loan Down Restaurant, Einstain speaking. How may I help you?   Collecting costumer information •   May I have your name, please?   •   When would you like book your table?   •   A table for how many person?   •   Where would you like to sit?   •   Would you prefer a smoking area? (Only applicable if your restaurant has separate smoking area / zone)   •   Would you like any special request sir/madam? Checking reservation book •   Please excuse me, (guest name) , while I check the reservations.   •   Please allow me to put your call on hold, While I check the availability.   •   Just one moment, please (guest name) , while I see what we have available Returning to the caller   •   I’m sorry to keep you waiting,   (guest name) .    5 •   Sorry to keep you on hold, (guest Name)   •   May I have your (mobile number), please?   Repeating the information   •   May I please repeat the table reservation details, A table for (2) (this afternoon / on Saturday, 30 august) at (3.00 p.m.) in the name of (Mr. Coman). And your (telephone number) is (085545876). Is that details correct? •   Your special request is outside table   Saying goodbye   •   Thank you very much for calling, Mr. Coman .  We look forward to seeing you then. Have a great day ahead.   When a table is not available or where the guest wants one   •   I’m afraid we don’t have a table at that time. Would (2.30) be suitable?   •   I’m afraid we don’t have a table available there at that time. But there is a table available (say where) then. Would that be suitable?   Offering an alternative   •   May I help you to reserve a table at another of our restaurants instead? •   Perhaps you’ d like to have (lunch) in the (Wok Restaurant), where there will be a buffet this afternoon.   Process for reconfirming a restaurant table reservation request:   Standard reconfirmation   •   Good Morning, Mrs . Lansey. This is Pierro from the  Loan Down restaurant   speaking.   •   I would like to reconfirm your reservation for a table for 2 this afternoon at 02:00 p.m.   •   Thank you very much for making the reservation and we look forward to •    being of service to you and your (guest) this evening.   Reconfirmation of a table reservation with a special request:   •   Good afternoon,   Mrs. Lansey. This is Albert from the Loan Down restaurant speaking.   •   I would like to reconfirm your reservation of a table for 2 this evening at 7:00 pm.  
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