20. Steaks
Rare: a cool bloody center
Medium Rare: a warm bloody center
Medium: a hot pink center
Medium Well: cooked throughout
Well: burned
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?
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.
43.
44.
45. Tricks
Look up words:
http://www.wordreference.com
Look up sentences:
http://www.linguee.es
Check your spelling:
Revisar > Ortografía
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
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.
73.
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,
85. Complaints
Listen
Can I speak to the owner?
Acknowledge
Apologise
Solve
Refunds
Exchanges
Thank
86.
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
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.
92.
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
94.
95. Complaints about the bill
Overcharge
“I didn’t order this”
Wrong change
Wrong portion size
Quality of the food
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.
99.
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?
102.
103. On the phone
Requests for information
Prices and discounts
Sizes / Features
Delivery
Payment
Complaints
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.
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/