Serving a table (I) Hello, good morning! 1. Greetings Welcome to Mesón El Faro. Here you have your menus. Our specials today are… 2. Take orders What would you like to drink? That dish contains almonds. 3. Allergies? Would you like extra fries with that? 4. Suggestion selling 1. Would you care for an May I suggest Viña Galtea extra… ? Semiseco?
Serving a table (II) Excellent choice! I’ll be right Reassure back with your order. Here you have your Deliver food and drinks. medium rare steak, madam, and your red wine. Would you like to see the Desserts, coffee. desserts menu? Payment Would you like some Cash or credit card? coffee? I’ll be right back with Will you pay in cash or your change. by credit card? Cash, please. I’ll be right back with your change.
Saying goodbye Thank you for coming! Thanks for coming, visit again soon! Have a nice day! You too, goodbye! Goodbye!
Carding What can I get you to drink? I’ll have a beer, please. Sure, can I see your ID? Oh, I have it at home… I’m sorry, can I bring you a soda? But I’m 18! I’m sorry, I can’t serve you without ID.
Carding What can I get you to drink? I’ll have a beer, please. Sure, can I see your ID? Here it is. OK, thank you. Here you have your drink. Thanks.
Complaints Listen Can I speak to the owner? Acknowledge Apologise Solve Refunds Exchanges Thank
Top complaints What’s taking so long for our dinners? – Waiting too long… To be seated To have orders taken “I will be with you shortly” For food to arrive “Your food is on its way” For more drinks to arrive “Will you have more wine?” Something is wrong with the food At arrival At table check
Complaints about food My steak was undercooked. My steak was overcooked. My food is cold My pasta is too well done
Complaints about food Awful Burnt Too spicy Raw There’s a fly in my soup!
Complaints about drinks My drink is too strong. My drink isn’t strong enough. My drink doesn’t have enough ice. My drink has too much ice. My soda / beer is flat.
Complaints about tables It’s too noisy We’ll turn down the music It’s too hot / It’s too cold We’ll turn on the AC We’ll turn on the heat It’s too dark / It’s too bright We’ll brighten the room We’ll switch off this light It’s too busy
Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
Apologies I’m very sorry about that. / I’m terribly sorry about that. I fully understand the inconvenience this has caused. I’m sorry but I’m afraid I can’t help you.
Apologies I’m sorry but you’ll have to talk to our manager about that. I’m very sorry about the delay / the mistake / the mix-up / the damage Please accept our apologies for this.
A noisy environment! Sorry, again? I’m sorry. Could you say that again? I’m sorry, I didn’t catch that. Could you repeat it? I’m sorry but it’s a very noisy here today. Could you speak a little louder, please?
Reference Communication for Business, by Birgit Abegg and Michael Benford. Steak temperatures, common complaints:http://www.howtogetyourfoodspitin.com/2007/12/top-10-complaints-heard-in- restaurants.html
Credits Restaurant La Boheme (La Boheme Restaurant & Cocktail Lounge) http://www.flickr.com/photos/uniquehotelsgroup/5692227631/ Sweet Temptations http://www.flickr.com/photos/adforce1/4420985385/ American Idolshttp://www.flickr.com/photos/iboy_daniel/83909206/sizes/l/in/photostream/ ¡Ole! Project 365(3) Day 124 http://www.flickr.com/photos/elwillo/5803408244/sizes/l/in/photostream/ Chicken Paella Close-up http://www.flickr.com/photos/avlxyz/447638440/sizes/o/in/photostream/