Curso de inglés profesional para atención al cliente en hostelería

Lesson fourBegoña Martínez · bego @ matiz.com.es

Lesson four

Friday 2nd December2011

Hello!

Good morning!

Our fourth and last day!

We’re nearly there!

Revising

Let’s remember what we said before.

Waiting tables is selling

Waiting tables is serving, too.

Connect

So you can help.

Parts of the menu

Starters / Appetizers

Soups and salads

Main courses / Entrees

Desserts

Beverages / Wine list

Restrictions

Kosher / Halal

Pregnant women

Lactose intolerance

Celiacs

Vegans

Vegetarians

Children

Condiments

Ketchup

Mustard

Mayonnaise

Salt

Oil

Vinegar

Complaints

ListenAcknowledge

SolveThank

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!

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

Complaints about people

Aggressive

Clumsy

Dirty

Impatient

Impolite

Incompetent

Rude

Unfriendly

Unhelpful

Unprofessional

Untrained

Insolent

Late

Messy

Untidy

Negligent

Offensive

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 very noisy here today. Could you speak a little louder, please?

CV structure

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

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

InterestsReference

Email

To:

CC:

BCC:

Subject:

Body:

Attachments:

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

Tricks

Look up words:

http://www.wordreference.com

Look up sentences:

http://www.linguee.es

Check your spelling:

Revisar > Ortografía

Let’s practise!

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

The last writing exercise!

We still have work to do.

Fourth email: payment

1. Reference to delivery

2. Confirmation or complaint

3. Reference to payment or invoice

4. Polite ending

On to new things!

On the phone

Hello!

Good morning!

Basic phone skills

Breathe!

Introducing yourself

Asking who is on the telephone

Asking for someone

Connecting someone

Someone is not available

Taking a message

Introducing yourself

This is David.

David speaking.

David speaking, can I help you?

You have called Restaurante el Faro, this is David, can I help you?

Let’s practise!

Asking who is it

Excuse me, who is this?

Can / Could / May I ask who is calling, please?

Who's calling, please?

Who's speaking?

Where are you calling from?

Are you sure you have the right number?

Are you sure you have the right name?

Asking people to wait

Hold the line, please.

Could you hold on, please?

Just a moment, please.

Thank you for holding.

The line's free now. I'll put you through.

I'll connect you now / I'm connecting you now.

Let’s practise!

Spelling names

A Alfa

B Bravo

C Charlie

D Delta

E Echo

F Foxtrot

G Golf

H Hotel

I India

J Juliett

K Kilo

L Lima

M Mike

N November

O Oscar

P Papa

Q Quebec

R Romeo

S Sierra

T Tango

U Uniform

V Victor

W Whiskey

X X-ray

Y Yankee

Z Zulu

Let’s practise!

Saying addresses

@ at

/ forward slash

- dash

_ underscore

.com dotcom

.es dot ee es

Let’s practise!

Giving numbers

Here's a phone number: 0171 222 3344

Oh-one-seven-one, triple two, double three, double four

OR

Zero-one-seven-one, triple two, double three, double four

Let’s practise!

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?

Let’s practise!

Asking for someone

Can I have extension 6969?

(-formal……………….+formal)

Is María José in? (very informal) / Can I speak to María José? / Could I speak to María José? / May I speak to María José? / Might I speak to María José?

Let’s practise!

Connecting someone

I'll put you through.

Can you hold the line?

Could you hold the line?

Can you hold on a moment?

Could you hold on a moment?

Let’s practise!

Someone is not available

I'm afraid Mr Vader is not available at the moment.

I’m sorry, the line is busy.

Mr Vader isn't in.

Mr Vader is out at the moment.

I'm afraid Mr Vader is in a meeting at the moment.

I'm sorry.  He’s out of the office today.

No one here by that name

I'm afraid we don't have a Mr Vader here.

I'm sorry, there's nobody here by that name.

Sorry, I think you've dialled the wrong number.

Sorry, I'm afraid you've got the wrong number.

Let’s practise!

Taking a message

Could I take a message?

Could I tell him who is calling?

Would you like to leave a message?

Let’s practise!

Let’s practise!

Leaving or taking a message

Can I leave/take a message? Would you like to leave a message? Could you give him/her a message?

Could you ask him/her to call me back? Could you tell him/her that I called?

Could you give me your name please?

Could you spell that please?

What's your number please?

Let’s practise!

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.

Let’s practise!

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.

Let’s practise!

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

http://www.english-at-home.com/business/telephoning-in-english/http://esl.about.com/od/businessspeakingskills/a/t_vocab.htm

http://www.learn-english-today.com/business-english/telephone.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/

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