Download to read offline
Uploaded byMary Guerra
Performance indicators
This document describes microfunctions for evaluating waiters' English language abilities. It divides skills into 6 categories from greeting customers to saying farewell. Within each category there are 3-4 subcategories and waiters are rated on a scale of 1 to 4, with 1 being no evidence of the skill in English and 4 being fully competent without hesitation. The document provides examples of language a waiter at each level may use to demonstrate the microfunctions.
Performance indicators
- 1. Performance Microfunctions 4 Waiters demonstratea fully competent level of achievement 3 Waiters demonstrate progress exists, but they are not yet satisfying the expectations for fully competent level of achievement. 2 Initial stages of development are evident; students demonstrate low or emergent levels of achievement 1 Students demonstrate no evidence of achievement in English A. Greeting the guest 1. Greeting the guest 2. Introducing yourself 3. Asking if the Waiter greet thecan customer using English without hesitation or pauses. Waiter introducecan him/herself using English without hesitation or pauses. Waiter ask thecan Waiter greet thecan customer using English with some hesitation. Waiter introducecan him/herself using English with some hesitation. Waiter ask thecan Waiter greet thecan customer using English and Spanish. Waiter introducecan him/herself using English and Spanish Waiter ask thecan Waiter greetcan customer only in Spanish Waiter can introduce him/herself only in Spanish Waiter askcan
- 2. customer is a hotelguest 4. Offering seating preferences 5. Taking customer to their table customer if he/she is a hotel guest using English without hesitation or pauses. Waiter askcan customer seating arrangement preference using English without hesitation or pauses. Waiter askcan customer to follow him/her to the table using English without hesitation or pauses. customer if he/she is a hotel guest using English with some hesitation. Waiter askcan customer seating arrangement preference using English with some hesitation. Waiter askcan customer to follow him/her to the table using English with some hesitation. customer if he/she is a hotel guest in English and Spanish Waiter askcan customer seating arrangement preference in English and Spanish Waiter askcan customer to follow him/her to the table in English and Spanish. the customer if he/she is a hotel guest only in Spanish Waiter askcan customer seating arrangement preference only in Spanish Waiter askcan customer to follow him/her to the table only in Spanish
- 3. 6. Asking about billing options Waiteraskcan customer how he/she will pay using English without hesitation or pauses. Waiter askcan customer how he/she will pay using English with some hesitation. Waiter askcan customer how he/she will pay in English and Spanish Waiter askcan customer how he/she will pay only in Spanish B. Offering food options 1. Offering food options (menu or buffet) 2. Offering drinks Waiter ask thecan customer if he/she wants the menu or the buffet using English without hesitation or pauses. Waiter offer thecan customer something to drink using English without hesitation or pauses. Waiter ask thecan customer if he/she wants the menu or the buffet using English with some hesitation. Waiter offer thecan customer something to drink using English with some hesitation. Waiter ask thecan customer if he/she wants the menu or the buffet in English and Spanish Waiter offer thecan customer something to drink in English and Spanish. Waiter askcan customer if he/she wants the menu or the buffet only in Spanish. Waiter offercan the customer something to drink only in Spanish.
- 4. 3. Asking ifthe customer is ready to order Waiter ask thecan customer if he/she is ready to order using English without hesitation or pauses. Waiter ask thecan customer if he/she is ready to order using English with some hesitation. Waiter ask thecan customer if he/she is ready to order in English and Spanish Waiter askcan the customer if he/she is ready to order only in Spanish. C. Answering questions about specific food 1. Understands customer’s question 2. Describes basic food items Waiter completelycan understand customer’s question Waiter describecan basic food items using English without hesitation or pauses. Waiter almostcan understand customer’s question Waiter describecan basic food items using English with some hesitation Waiter partiallycan understand customer’s question Waiter describecan basic food items in English and Spanish. Waiter notcan understand customer’s question Waiter can describe describe basic food items only in Spanish. D. Taking the order 1. Waiter can take customer’s Waiter completelycan take customer’s order. Waiter almost takecan customer’s order, but needs further explaining Waiter partiallycan take customer’s order, but has some mistakes Waiter notcan take customer’s order
- 5. order. 2. Repeating the order Waiterrepeatcan customer’s order using English without hesitation or pauses. Waiter repeatcan customer’s order using English with some hesitation in his order Waiter repeatcan customer’s order in English and Spanish Waiter notcan repeat customer’s order E. Verifying customer satisfaction 1. Verifying customer’s satisfactions 2. Taking the bill to the customer Waiters verifycan customer satisfaction using English without hesitation or pauses. Waiters ask thecan customer if he/she wants the bill using English without hesitation or pauses. Waiter verifycan customer satisfaction using English with some hesitation. Waiters ask thecan customer if he/she wants the bill using English with some hesitation. Waiter verifycan customer satisfaction using English and Spanish. Waiters ask thecan customer if /she wants the bill uses English and Spanish. Waiters notcan verify customer satisfaction. Waiters notcan ask the customer if he wants the bill.
- 6. F. Giving farewell 1. Sayinggood bye Waiters saycan goodbye to customer and can tell the customer to come back soon using English without hesitation or pauses. Waiters saycan goodbye to customer and can tell goodbye to customer and tells the customer to come back soon using English with some hesitation. Waiters saycan goodbye to customer and can tell the customer to come back soon using English and Spanish. Waiters notcan say goodbye to customer nor can he/she tell the customer to come back soon.