Curso de inglés profesional para atención al cliente en hostelería

Lesson threeBegoña Martínez · bego @ matiz.com.es

Lesson three

Thursday 1st December 2011

Hello!

Good morning!

Our third day!

Two days and we’re done!

Revising

Let’s remember what we said last week.

Waiting tables is selling

Waiting tables is serving, too.

Be nice

Be authentic and warm

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

Restrictions

Kosher / Halal

Pregnant women

Lactose intolerance

Celiacs

Vegans

Vegetarians

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?

Some comments

I’ll be right back.

Over here, please.

Watch your step

Tricks

Look up words:

http://www.wordreference.com

Look up sentences:

http://www.linguee.es

Check your spelling:

Revisar > Ortografía

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

Email

To:

CC:

BCC:

Subject:

Body:

Attachments:

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!

On to new things!

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

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 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/

Steakhttp://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream/