inglés profesional para la atención al cliente en hostelería día 2
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TRANSCRIPT
Curso de inglés profesional para atención al cliente en hostelería
Lesson twoBegoña Martínez · bego @ matiz.com.es
Lesson two
Thursday 24th November 2011
Hello!
Good morning!
Our second day!
We’re halfway there.
Revising
Let’s remember what we said on Tuesday.
Waiting tables is selling
Waiting tables is serving, too.
Be nice
Be authentic and warm
Your restaurant is your home
Welcome your client to your space
Connect
So you can help.
The Menu
Let’s start!
Parts of the menu
Starters / Appetizers
Soups and salads
Main courses / Entrees
Desserts
Beverages / Wine list
Starters
Some Spanish starters:
Serrano ham and cheese
Spanish omelette
Olives
Soups and salads
Caesar salad
Mixed salad
Mushroom soup
Onion soup
Main courses
Fish
Meat
Seafood
Pasta
Desserts
Some Spanish desserts:
Rice pudding
Crème caramel (flan)
Cold custard with cinnamon (natillas)
Baked apples
Pears in red wine
Instructions and restrictions
Let’s learn a bit about them.
Steaks
…
…
…
…
Steaks
Rare: a cool bloody center
Medium Rare: a warm bloody center
Medium: a hot pink center
Medium Well: cooked throughout
Well: burned
Vegetarians
Don’t eat meat or fish. Sometimes they eat eggs and/or milk.
Vegans
Do not use animal products. (In restaurants they do not eat meat, fish, seafood, milk or eggs)
Celiacs
People who suffer Celiac Disease cannot eat gluten.
Lactose
Some people are allergic to milk derivatives (dairy/milk allergy)
Pregnant women
Pregnant women sometimes cannot eat raw meat or fish.
Kosher / Halal
There are a number of rules that food must conform to in some religions and cultures.
Condiments
Ketchup
Mustard
Mayonnaise
Salt
Oil
Vinegar
Children
Children’s menu
Booster seat
High chair
Extra napkins
Small spoons, straws
Would you like us to serve kids first?
Greetings
Greetings
Hi!
Hello!
How are you doing today?
How are you?
How are you this evening?
Good morning!
Good day!
Good afternoon!
Good evening!
Hello!
Good morning!
I’ll be right back
Over here, please
Watch your step
How are you today?
Fine, and you?
What can I get you?
What do you have?
Serving a table (I)
Hello, good morning!
Welcome to Mesón El Faro.
Here you have your menus.
Our specials today are…
What would you like to drink?
That dish contains almonds.
Would you like extra fries with that?
May I suggest Viña Galtea Semiseco?
1. Greetings
2. Take orders
3. Allergies?
4. Suggestion selling 1. Would you care for
an extra… ?
Serving a table (II)
Excellent choice! I’ll be right back with your order.
Here you have your medium rare steak, madam, and your red wine.
Would you like to see the desserts menu?
Would you like some coffee?
Will you pay in cash or by credit card?
Cash, please.
I’ll be right back with your change.
Reassure
Deliver food and drinks.
Desserts, coffee.
Payment Cash or credit card? I’ll be right back with
your change.
Saying goodbye
Thank you for coming!
Thanks for coming, visit again soon!
Have a nice day! You too, goodbye!
Goodbye!
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.
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.
On to new things!
Now, let’s write!
Tricks
Look up words:
http://www.wordreference.com
Look up sentences:
http://www.linguee.es
Check your spelling:
Revisar > Ortografía
Your CV
It’s important
Your CV is your menu
It tells the client what you have to offer
CV structure
Personal details (Name, address, date of birth, nationality, driving licence)Objective
Education & QualificationsEmployment (Date, position, responsibilities, achievements)
InterestsReference
Curriculum Vitae
Name: Mary Example Casanova
Address: My street name, number, Murcia
Email address: [email protected]
Phone number: +34 968 XXXXXX
Date of birth: 2 June 1975
Nationality: Spanish
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)
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%
Curriculum Vitae
Interests Yoga, watersports, dancing
Reference Ana Formerboss Address of my former boss, +34 968 XXXXXX
Now, let’s practise!
Emails
What is an email?
Email address
Username @ (at sign) Domain name
Mail server
Top-level domain
Parts of an email
To:
CC:
BCC:
Subject:
Body:
Attachments:
To:
Recipient
To:
Recipient
CC: Carbon Copy
Someone interested (visible)
BCC: Blind Carbon Copy
Someone interested (INVISIBLE)
Subject:
What this message is about
Body:
The things we want to saySignature
AttachmentsSmileys (or emoticons) :-O
Attachments:
Files we send with our email:.doc.jpg.pdf…
Spam
It hurts everyone.
Commercial emails
Requests for informationQuotes
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!
Attachments
Please find enclosed…
Enclosed you will find a copy of our…
I’m sending you … with this email.
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
Payment terms
You can pay in three easy installments.
We offer fixed monthly repayments at attractive interest rates.
Pay in easy, interest-free installments.
Now, let’s practise!
Email booking exercise
Let’s book a table for a large party!
Let’s send the client some menus to choose from!
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
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
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
Fourth email: payment
1. Reference to delivery
2. Confirmation or complaint
3. Reference to payment or invoice
4. Polite ending
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…
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…
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,
Let’s practise!
Let’s practise!
Complaints
ListenAcknowledge
SolveThank
Complaints
Listen Can I speak to the owner?
Acknowledge Apologise
Solve Refunds Exchanges
Thank
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!
Now, let’s practise!
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.
Now, let’s practise!
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
Now, let’s practise!
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
Now, let’s practise!
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.
Now, let’s practise!
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 a very noisy here today. Could you speak a little louder, please?
Now, let’s practise!
On the phone
Requests for informationPrices and discounts
Sizes / FeaturesDeliveryPayment
Complaints
Hello!
Good morning!
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?
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.
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.
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
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
/Steak
http://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream
/