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.
Tricks Look up words: http://www.wordreference.com Look up sentences: http://www.linguee.es Check your spelling: Revisar > Ortografía
Curriculum Vitae Name: Mary Example Casanova Address: My street name, number, Murcia Email address: firstname.lastname@example.org Phone number: +34 968 XXXXXX Date of birth: 2 June 1975 Nationality: Spanish
Curriculum Vitae Objective: To obtain a position as a maître d’ in a first class restaurant. Education & Qualifications 19XX-19XX – Instituto Francisco Salzillo, Alcantarilla. Higher education Training courses Other skills (computer skills, typing)
Curriculum Vitae Employment 19XX-20XX – Mesón el Faro Position: headwaiter Responsibilities: seating customers, assigning areas and holidays to other servers on duty Achievements: during the time I was employed restaurant sales increased 20%
Curriculum Vitae Interests Yoga, watersports, dancing Reference Ana Formerboss Address of my former boss, +34 968 XXXXXX
Commercial emails Requests for information Quotes
Polite endings Looking forward to your reply, Hoping to hear from you soon, Thank you very much in advance, Kind regards, Best regards, Regards, Have a very nice day!
Attachments Please find enclosed… Enclosed you will find a copy of our… I’m sending you … with this email.
Message structureSalutation Dear Ms Martínez,Message How are you?Polite ending Looking forward to your reply,Signature Daniel Peñalver
Message formalityLess formal More formalHello Bego, Dear Ms Martínez,Blah, blah, blah… Blah, blah, blah…Blah, blah, blah… Blah, blah, blah…Blah, blah, blah… Blah, blah, blah…Talk to you soon, Looking forward to your reply,Dani Daniel Peñalver
Payment terms You can pay in three easy installments. We offer fixed monthly repayments at attractive interest rates. Pay in easy, interest-free installments.
Email booking exercise Let’s book a table for a large party! Let’s send the client some menus to choose from!
First email: enquiry1. Source of address2. Say what you require (quote, information)3. Ask for some menu samples4. As about terms of payment5. Polite ending
Second email: booking1. Reference to enquiry2. Reference to menu chosen3. Number of people in the party4. Payment5. Validity of offer and instructions6. Polite ending
Third email: acknowledgement1. Reference to order2. Confirmation (or modification, or refusal)3. Price, discount, payment.4. Instructions, arrangements5. Request for confirmation6. Polite ending
Fourth email: payment1. Reference to delivery2. Confirmation or complaint3. Reference to payment or invoice4. Polite ending
Cover letter “I have seen your advertisement in …” I have been given the address of your company by… I am interested in applying for the post of… As you can see from my enclosed CV I work for… At present I am responsible for…
Unemployed? I’m between jobs at the moment (and have been since…) I’m out of work at present. I am currently unemployed. I was made redundant. I was one of the XX employees to be made redundant. My last employer was…
Cover letter Reason for leaving current job (prospects, salary) I very much hope that you will grant me an interview. I enclose my CV and copies of my qualifications a testimonial from my previous employer Polite entind: Hoping to hear from you soon,
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?
On the phone Requests for information Prices and discounts Sizes / Features Delivery Payment Complaints
Calling back Good Morning, Mesón El Faro, can I help you? Yes, could I speak to Ana Michelle Ono, please? Yes madam, I’ll put you through. Yes, could I speak to Ana Michelle Ono, please? Sorry, she’s not available at the moment, can I take a message?
Booking Good morning, Mesón El Faro, how can I help you? I’d like to book a table for three, for next Friday at 3pm. Friday at 3pm, three people. Would you like to order any special dish? Yes, I would like to order the rabbit paella, for the three of us.
Booking Very good. What is your name, madam? My name is Anna Ono. Very well, Ms Ono. May I have your telephone number, please? My phone number is 968 12 34 56. OK, 968 12 34 45. Thank you very much Ms Ono. Thank you, bye, bye.
Problems! Oh, I’m sorry. I must have dialled the wrong number! I’m sorry. Could you say that again? I’m sorry, I didn’t catch that. Could you repeat it? Could you spell that word for me, please? What was the name again? I didn’t catch it.
Problems! I’m sorry but it’s a very bad line. Could you phone back in two minutes? I’m sorry but it’s a very bad line. Could you speak a little louder, please? I’m sorry but I can’t make out what you’re saying. Would you like to call later? I’m sorry but we seem to have been cut off last time. If it happens again I’ll call you back.
Saying goodbye Is there anything else I can do for you Ms Ono / sir / madam? That’s all, thank you. You’re welcome, and thanks for your booking. Thank you for calling. Have a nice day.
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/