2. Lesson one
Tuesday 22nd November 2011

3. Hello!
Good morning!


4. Our first day!


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

8. Be nice
Be authentic and warm

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

10. Connect
So you can help.

11. Appetizer
A small snack before a meal

12. Signs in your restaurant
Do it right!

14. Open / Closed

17. Opening hours
or
Business hours
Monday 9am – 8pm
Tuesday 9am – 8pm
Wednesday 9am – 8pm
Thursday 9am – 8pm
Friday 9am – 8pm
Saturday 9am – 8pm
Sunday CLOSED

18. Holidays

20. We’ll be right back

21. Push / Pull

22. Help wanted

23. Watch your step

24. Prohibitions
No, no, no.

25. Employees only
Staff only

26. NOTICE
no eating or drinking
in this area

27. No mobile phones
No cell phones

28. No parking

29. No photography

30. No smoking

31. First aid kit

32. Emergency exit

33. CAUTION
Wet floor

35. The Menu
Let’s start!

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

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

39. Soups and
salads
 …
 …
 …
 …

41. Main courses
 …
 …
 …
 …

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

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

45. Steaks
 …
 …
 …
 …

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

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

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

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

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

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

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

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

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

57. Hello!
Good morning!


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

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

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

61. 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?

62. 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.

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

65. 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.

66. 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.

68. Complaints
Listen
Acknowledge
Solve
Thank

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

71. 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

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

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

74. 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.

75. 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

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

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

78. 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.

79. 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.

80. 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?

81. Thank you!

82. 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

83. 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/

84. 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/