Lesson one Tuesday 22nd November 2011
Hello!Good morning!    
Our first day!    
Waiting tables is selling       Waiting tables is serving, too.
Be niceBe authentic and warm
Your restaurant      is your homeWelcome your client to your space            
ConnectSo you can help.
AppetizerA small snack before a meal
Signs in your restaurant          Do it right!
Open / Closed
Opening hours      orBusiness hours     Monday 9am – 8pm    Tuesday 9am – 8pm   Wednesday 9am – 8pm    Thursday 9am – 8pm ...
Holidays
We’ll be right back
Push / Pull
Help wanted
Watch your step
Prohibitions    No, no, no.
Employees only  Staff only
NOTICEno eating or drinking    in this area
No mobile phones No cell phones
No parking
No photography
No smoking
First aid kit
Emergency exit
CAUTIONWet floor
The Menu  Let’s start!
Parts of the menu Starters / Appetizers Soups and salads Main courses / Entrees Desserts Beverages / Wine list
Starters   Some Spanish starters: Serrano ham and  cheese Spanish omelette Olives
Soups and   salads … … … …
Main courses … … … …
Desserts    Some Spanish desserts: Rice pudding Crème caramel (flan) Cold custard with  cinnamon (natillas) Baked appl...
Instructions and   restrictions   Let’s learn a bit about them.
Steaks   …   …   …   …
Steaks Rare: a cool bloody center Medium Rare: a warm bloody center Medium: a hot pink center Medium Well: cooked thro...
VegetariansDon’t eat meat or fish. Sometimes they eat eggs and/or milk.
Vegans                   Do not use animal products.(In restaurants they do not eat meat, fish, seafood, milk or eggs)
CeliacsPeople who suffer Celiac Disease cannot eat gluten.
LactoseSome people are allergic to milk derivatives (dairy/milk allergy)
Pregnant womenPregnant women sometimes cannot eat raw meat or fish.
Kosher / HalalThere are a number of rules that food must conform to in some religions and                                 ...
Condiments Ketchup Mustard Mayonnaise Salt Oil Vinegar
Children Children’s menu Booster seat High chair Extra napkins Small spoons, straws Would you like us to serve kids ...
Hello!Good morning!    
Greetings Hi!                       Good morning! Hello!                    Good day! How are you doing         Good...
How are you today?  Fine, and you?      
What can I get you?What do you have?      
Serving a table (I) Hello, good morning!              1. Greetings   Welcome to Mesón El Faro.   Here you have your men...
Serving a table (II) Excellent choice! I’ll be right    Reassure  back with your order. Here you have your             ...
Saying goodbye Thank you for coming! Thanks for coming, visit again soon! Have a nice day!    You too, goodbye! Goodb...
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 so...
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. He...
Complaints      Listen   Acknowledge      Solve      Thank
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 ...
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 dri...
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 ...
Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
Complaints about people Aggressive     Insolent     Rude Clumsy         Late         Unfriendly Dirty          Mes...
Apologies I’m very sorry about that. / I’m terribly sorry about  that. I fully understand the inconvenience this has  ca...
Apologies I’m sorry but you’ll have to talk to our manager about  that. I’m very sorry about the delay / the mistake / t...
A noisy environment! Sorry, again? I’m sorry. Could you say that again? I’m sorry, I didn’t catch that. Could you repea...
Thank you!
Reference     Communication for Business, by Birgit Abegg and Michael Benford.                Steak temperatures, common c...
Credits   Restaurant La Boheme (La Boheme Restaurant & Cocktail Lounge)       http://www.flickr.com/photos/uniquehotelsgro...
Credits                                     Saladhttp://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photost...
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
Inglés profesional para la atención al cliente en hostelería día 1
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Inglés profesional para la atención al cliente en hostelería día 1

  1. 1. Lesson one Tuesday 22nd November 2011
  2. 2. Hello!Good morning! 
  3. 3. Our first day! 
  4. 4. Waiting tables is selling Waiting tables is serving, too.
  5. 5. Be niceBe authentic and warm
  6. 6. Your restaurant is your homeWelcome your client to your space 
  7. 7. ConnectSo you can help.
  8. 8. AppetizerA small snack before a meal
  9. 9. Signs in your restaurant Do it right!
  10. 10. Open / Closed
  11. 11. Opening hours orBusiness hours Monday 9am – 8pm Tuesday 9am – 8pm Wednesday 9am – 8pm Thursday 9am – 8pm Friday 9am – 8pm Saturday 9am – 8pm Sunday CLOSED
  12. 12. Holidays
  13. 13. We’ll be right back
  14. 14. Push / Pull
  15. 15. Help wanted
  16. 16. Watch your step
  17. 17. Prohibitions No, no, no.
  18. 18. Employees only Staff only
  19. 19. NOTICEno eating or drinking in this area
  20. 20. No mobile phones No cell phones
  21. 21. No parking
  22. 22. No photography
  23. 23. No smoking
  24. 24. First aid kit
  25. 25. Emergency exit
  26. 26. CAUTIONWet floor
  27. 27. The Menu Let’s start!
  28. 28. Parts of the menu Starters / Appetizers Soups and salads Main courses / Entrees Desserts Beverages / Wine list
  29. 29. Starters Some Spanish starters: Serrano ham and cheese Spanish omelette Olives
  30. 30. Soups and salads … … … …
  31. 31. Main courses … … … …
  32. 32. Desserts Some Spanish desserts: Rice pudding Crème caramel (flan) Cold custard with cinnamon (natillas) Baked apples Pears in red wine
  33. 33. Instructions and restrictions Let’s learn a bit about them.
  34. 34. Steaks … … … …
  35. 35. Steaks Rare: a cool bloody center Medium Rare: a warm bloody center Medium: a hot pink center Medium Well: cooked throughout Well: burned
  36. 36. VegetariansDon’t eat meat or fish. Sometimes they eat eggs and/or milk.
  37. 37. Vegans Do not use animal products.(In restaurants they do not eat meat, fish, seafood, milk or eggs)
  38. 38. CeliacsPeople who suffer Celiac Disease cannot eat gluten.
  39. 39. LactoseSome people are allergic to milk derivatives (dairy/milk allergy)
  40. 40. Pregnant womenPregnant women sometimes cannot eat raw meat or fish.
  41. 41. Kosher / HalalThere are a number of rules that food must conform to in some religions and cultures.
  42. 42. Condiments Ketchup Mustard Mayonnaise Salt Oil Vinegar
  43. 43. Children Children’s menu Booster seat High chair Extra napkins Small spoons, straws Would you like us to serve kids first?
  44. 44. Hello!Good morning! 
  45. 45. Greetings Hi!  Good morning! Hello!  Good day! How are you doing  Good afternoon! today?  Good evening! How are you? How are you this evening?
  46. 46. How are you today? Fine, and you? 
  47. 47. What can I get you?What do you have? 
  48. 48. 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?
  49. 49. 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.
  50. 50. Saying goodbye Thank you for coming! Thanks for coming, visit again soon! Have a nice day!  You too, goodbye! Goodbye!
  51. 51. 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.
  52. 52. 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.
  53. 53. Complaints Listen Acknowledge Solve Thank
  54. 54. Complaints Listen  Can I speak to the owner? Acknowledge  Apologise Solve  Refunds  Exchanges Thank
  55. 55. 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
  56. 56. Complaints about food My steak was undercooked. My steak was overcooked. My food is cold My pasta is too well done
  57. 57. Complaints about food Awful Burnt Too spicy Raw There’s a fly in my soup!
  58. 58. 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.
  59. 59. 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
  60. 60. Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
  61. 61. Complaints about people Aggressive  Insolent  Rude Clumsy  Late  Unfriendly Dirty  Messy  Unhelpful Impatient  Untidy  Unprofessional Impolite  Negligent  Untrained Incompetent  Offensive
  62. 62. 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.
  63. 63. 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.
  64. 64. 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?
  65. 65. Thank you!
  66. 66. 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
  67. 67. 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/
  68. 68. Credits Saladhttp://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photostream/ Steakhttp://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream/

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