inglés profesional para la atención al cliente en hostelería día 2

Curso de inglés profesional para atención al cliente en hostelería

Lesson twoBegoña Martínez · bego @ matiz.com.es

Lesson two

Thursday 24th November 2011

Hello!

Good morning!

Our second day!

We’re halfway there.

Revising

Let’s remember what we said on Tuesday.

Waiting tables is selling

Waiting tables is serving, too.

Be nice

Be authentic and warm

Your restaurant is your home

Welcome your client to your space

Connect

So you can help.

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

Caesar salad

Mixed salad

Mushroom soup

Onion soup

Main courses

Fish

Meat

Seafood

Pasta

Desserts

Some Spanish desserts:

Rice pudding

Crème caramel (flan)

Cold custard with cinnamon (natillas)

Baked apples

Pears in red wine

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 throughout

Well: burned

Vegetarians

Don’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)

Celiacs

People who suffer Celiac Disease cannot eat gluten.

Lactose

Some people are allergic to milk derivatives (dairy/milk allergy)

Pregnant women

Pregnant women sometimes cannot eat raw meat or fish.

Kosher / Halal

There are a number of rules that food must conform to in some religions and cultures.

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 first?

Greetings

Greetings

Hi!

Hello!

How are you doing today?

How are you?

How are you this evening?

Good morning!

Good day!

Good afternoon!

Good evening!

Hello!

Good morning!

I’ll be right back

Over here, please

Watch your step

How are you today?

Fine, and you?

What can I get you?

What do you have?

Serving a table (I)

Hello, good morning!

Welcome to Mesón El Faro.

Here you have your menus.

Our specials today are…

What would you like to drink?

That dish contains almonds.

Would you like extra fries with that?

May I suggest Viña Galtea Semiseco?

1. Greetings

2. Take orders

3. Allergies?

4. Suggestion selling 1. Would you care for

an extra… ?

Serving a table (II)

Excellent choice! I’ll be right back with your order.

Here you have your medium rare steak, madam, and your red wine.

Would you like to see the desserts menu?

Would you like some coffee?

Will you pay in cash or by credit card?

Cash, please.

I’ll be right back with your change.

Reassure

Deliver food and drinks.

Desserts, coffee.

Payment Cash or credit card? 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.

On to new things!

Now, let’s write!

Tricks

Look up words:

http://www.wordreference.com

Look up sentences:

http://www.linguee.es

Check your spelling:

Revisar > Ortografía

Your CV

It’s important

Your CV is your menu

It tells the client what you have to offer

CV structure

Personal details (Name, address, date of birth, nationality, driving licence)Objective

Education & QualificationsEmployment (Date, position, responsibilities, achievements)

InterestsReference

Curriculum Vitae

Name: Mary Example Casanova

Address: My street name, number, Murcia

Email address: maryexample@gmail.com

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

Now, let’s practise!

Emails

What is an email?

Email address

example-address@gmail.com

Username @ (at sign) Domain name

Mail server

Top-level domain

Parts of an email

Email

To:

CC:

BCC:

Subject:

Body:

Attachments:

To:

Recipient

To:

Recipient

CC: Carbon Copy

Someone interested (visible)

BCC: Blind Carbon Copy

Someone interested (INVISIBLE)

Subject:

What this message is about

Body:

The things we want to saySignature

AttachmentsSmileys (or emoticons) :-O

Attachments:

Files we send with our email:.doc.jpg.pdf…

Email

To: example-address@gmail.com

CC: boss@gmail.com

BCC: friend@gmail.com

Subject:

My first email

Body: Hi, this is my first email!

Me

Spam

It hurts everyone.

Commercial emails

Requests for informationQuotes

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 structure

Salutation Dear Ms Martínez,

Message How are you?

Polite ending Looking forward to your reply,

Signature Daniel Peñalver

Message formality

Less formal More formal

Hello 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.

Now, let’s practise!

Email booking exercise

Let’s book a table for a large party!

Let’s send the client some menus to choose from!

First email: enquiry

1. Source of address

2. Say what you require (quote, information)

3. Ask for some menu samples

4. As about terms of payment

5. Polite ending

Second email: booking

1. Reference to enquiry

2. Reference to menu chosen

3. Number of people in the party

4. Payment

5. Validity of offer and instructions

6. Polite ending

Third email: acknowledgement

1. Reference to order

2. Confirmation (or modification, or refusal)

3. Price, discount, payment.

4. Instructions, arrangements

5. Request for confirmation

6. Polite ending

Fourth email: payment

1. Reference to delivery

2. Confirmation or complaint

3. Reference to payment or invoice

4. 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,

Let’s practise!

Let’s practise!

Complaints

ListenAcknowledge

SolveThank

Complaints

Listen Can I speak to the owner?

Acknowledge Apologise

Solve Refunds Exchanges

Thank

Listen

I’m sorry

Let’s see what has happened

Explanation

I’m sorry

Settlement

Dispute

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!

Now, let’s practise!

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.

Now, let’s practise!

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

Now, let’s practise!

Complaints about the bill

Overcharge

“I didn’t order this”

Wrong change

Wrong portion size

Quality of the food

Complaints about people

Aggressive

Clumsy

Dirty

Impatient

Impolite

Incompetent

Rude

Unfriendly

Unhelpful

Unprofessional

Untrained

Insolent

Late

Messy

Untidy

Negligent

Offensive

Now, let’s practise!

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.

Now, let’s practise!

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?

Now, let’s practise!

On the phone

Requests for informationPrices and discounts

Sizes / FeaturesDeliveryPayment

Complaints

Hello!

Good morning!

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.

Thank you!

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 Temptationshttp://www.flickr.com/photos/adforce1/4420985385/

American Idolshttp://www.flickr.com/photos/iboy_daniel/83909206/sizes/l/in/photostream/

¡Ole! Project 365(3) Day 124http://www.flickr.com/photos/elwillo/5803408244/sizes/l/in/photostream/

Chicken Paella Close-uphttp://www.flickr.com/photos/avlxyz/447638440/sizes/o/in/photostream/

Credits

Saladhttp://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photostream

/Steak

http://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream

/