2. Lesson two
Thursday 24th November 2011

3. Hello!
Good morning!


4. Our second day!
We’re halfway there.


5. Revising
Let’s remember what we said on Tuesday.

6. Waiting tables is selling
Waiting tables is serving, too.

9. Be nice
Be authentic and warm

10. Your restaurant
is your home
Welcome your client to your space


11. Connect
So you can help.

12. The Menu
Let’s start!

13. Parts of the menu
 Starters / Appetizers
 Soups and salads
 Main courses / Entrees
 Desserts
 Beverages / Wine list

14. Starters
Some Spanish starters:
 Serrano ham and
cheese
 Spanish omelette
 Olives

15. Soups and
salads
 Caesar salad
 Mixed salad
 Mushroom soup
 Onion soup

16. Main courses
 Fish
 Meat
 Seafood
 Pasta

17. Desserts
Some Spanish desserts:
 Rice pudding
 Crème caramel (flan)
 Cold custard with
cinnamon (natillas)
 Baked apples
 Pears in red wine

18. Instructions and
restrictions
Let’s learn a bit about them.

19. Steaks
 …
 …
 …
 …

20. Steaks
 Rare: a cool bloody center
 Medium Rare: a warm bloody center
 Medium: a hot pink center
 Medium Well: cooked throughout
 Well: burned

21. Vegetarians
Don’t eat meat or fish. Sometimes they eat eggs and/or milk.

22. Vegans
Do not use animal products.
(In restaurants they do not eat meat, fish, seafood, milk or eggs)

23. Celiacs
People who suffer Celiac Disease cannot eat gluten.

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

25. Pregnant women
Pregnant women sometimes cannot eat raw meat or fish.

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

27. Condiments
 Ketchup
 Mustard
 Mayonnaise
 Salt
 Oil
 Vinegar

28. Children
 Children’s menu
 Booster seat
 High chair
 Extra napkins
 Small spoons, straws
 Would you like us to serve kids first?

29. Greetings

30. Greetings
 Hi!  Good morning!
 Hello!  Good day!
 How are you doing  Good afternoon!
today?
 Good evening!
 How are you?
 How are you this
evening?

32. Hello!
Good morning!


33. I’ll be right back

34. Over here, please

35. Watch your step

36. How are you today?
Fine, and you?


37. What can I get you?
What do you have?


38. 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?

39. 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.

40. Saying goodbye
 Thank you for coming!
 Thanks for coming, visit again soon!
 Have a nice day!
 You too, goodbye!
 Goodbye!

41. 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.

42. 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.

45. Tricks
 Look up words:
 http://www.wordreference.com
 Look up sentences:
 http://www.linguee.es
 Check your spelling:
 Revisar > Ortografía

46. Your CV
It’s important

47. Your CV is your menu
It tells the client what you have to offer

48. CV structure
Personal details (Name, address, date of birth, nationality, driving licence)
Objective
Education & Qualifications
Employment (Date, position, responsibilities, achievements)
Interests
Reference

49. 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

50. 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)

51. 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%

52. Curriculum Vitae
 Interests
 Yoga, watersports, dancing
 Reference
 Ana Formerboss
 Address of my former boss, +34 968 XXXXXX

54. Emails
What is an email?

55. Email address
example-address@gmail.com
Username @ (at sign) Domain name
Top-level
Mail server
domain

56. Parts of an email

57. Email
 To:
 CC:
 BCC:
 Subject:
 Body:
 Attachments:

58. To:
Recipient

59. To:
Recipient

60. CC: Carbon Copy
Someone interested (visible)

61. BCC: Blind Carbon Copy
Someone interested (INVISIBLE)

62. Subject:
What this message is about

63. Body:
The things we want to say
Signature
Attachments
Smileys (or emoticons)   :-O

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

65. Email
To: example-address@gmail.com
CC: boss@gmail.com
BCC: friend@gmail.com
Subject: My first email
Hi, this is my first email!
Body:
Me

66. Spam
It hurts everyone.

67. Commercial emails
Requests for information
Quotes

68. 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!

69. Attachments
 Please find enclosed…
 Enclosed you will find a copy of our…
 I’m sending you … with this email.

70. Message structure
Salutation Dear Ms Martínez,
Message How are you?
Polite ending Looking forward to your reply,
Signature Daniel Peñalver

71. 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

72. Payment terms
 You can pay in three easy installments.
 We offer fixed monthly repayments at attractive
interest rates.
 Pay in easy, interest-free installments.

74. Email booking exercise
 Let’s book a table for a large party!
 Let’s send the client some menus to choose from!

75. 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

76. 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

77. 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

78. Fourth email: payment
1. Reference to delivery
2. Confirmation or complaint
3. Reference to payment or invoice
4. Polite ending

79. 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…

80. 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…

81. 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,

84. Complaints
Listen
Acknowledge
Solve
Thank

85. Complaints
 Listen
 Can I speak to the owner?
 Acknowledge
 Apologise
 Solve
 Refunds
 Exchanges
 Thank

87. 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

88. Complaints about food
 My steak was undercooked.
 My steak was overcooked.
 My food is cold
 My pasta is too well done

89. Complaints about food
 Awful
 Burnt
 Too spicy
 Raw
 There’s a fly in my soup!

91. 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.

93. 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

95. Complaints about the bill
 Overcharge
 “I didn’t order this”
 Wrong change
 Wrong portion size
 Quality of the food

96. Complaints about people
 Aggressive  Insolent  Rude
 Clumsy  Late  Unfriendly
 Dirty  Messy  Unhelpful
 Impatient  Untidy  Unprofessional
 Impolite  Negligent  Untrained
 Incompetent  Offensive

98. 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.

100. 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.

101. 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?

103. On the phone
Requests for information
Prices and discounts
Sizes / Features
Delivery
Payment
Complaints

104. Hello!
Good morning!


105. 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?

106. 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.

107. 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.

108. 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.

109. 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.

110. 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.

111. Thank you!

112. 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

113. 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 Idols
http://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/

114. Credits
Salad
http://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photostream/
Steak
http://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream/