Restaurant_English.ppt

Restaurant English 16 Sep, 2010 Briefing Food Beverage (FB) Section Functional Position Magic Words Conversation Role Play FB Section in SLDA Functional Position General Manager Resident Manager Director Service Manager Duty Manager Service Leader Secretary Hostess Magic Words Please…/…, please. Excuse me, sir/madam Sorry/I’m sorry… Welcome to … Thanks/thank you for… How may I help you? Conversation Reservation Pick up the phone not more than 3 rings Good morning/afternoon/evening, XX (restaurant name), (your name) speaking, how may I help you? Certainly, may I know your name, sir/madam? Could you spell that for me, please? What time would you like to arrive? Which area do you prefer, smoking or non-smoking? How many persons are there in your party, Mr./Mrs./Miss. XXX (guests’ family name)? Which table do you like, near the window or in the middle of restaurant? Ok, may I have your room number? Would you please leave your telephone number? Mr./Mrs./Miss XXX, let me repeat your reservation. … Is there anything special you would like us to prepare, sir/madam? Ok, thanks for your calling. We will waiting for your coming, Mr./Mrs./Miss XXX. Role Play Situation A Guest Calling for Reservation Guest Coming… Good morning/afternoon/evening. Welcome to XX (restaurant name). Do you have a reservation, sir/madam? (If no…) May I have your name? How many persons are there in your party? Please follow me./ This way please, Mr./Mrs./Miss XX (guest’s family name). Is this table fine with you, sir/madam? Here is the menu for you. If you need any help, please call me. Role Play Situation B Guest Coming Order taking Are you ready to order now? / May I take your order now? Would you like something to drink? What would you like to order? Would you like some more? Would you like some dessert or cheese? (Do you have any recommendation/suggestion?) Sure, sir/madam. We do have a selection of … I recommend/suggest… If you don’t mind, may I recommend…? (How