Issuu on Google+

English for Hotel Food and Beverage Servers

ENGLISH FOR HOTEL FOOD AND BEVERAGE SERVERS– TRAINEE’S BOOK

หลักสูตรภาษาอังกฤษสําหรับพนักงานบริการอาหารและเครื่องดื่มของโรงแรม – คูมือผูรับการฝก

Function and Language Item Reference Unit 1

Function Language Items 1.1 Greeting and being greeted Greeting and welcoming guests

Good morning/afternoon/evening. I’m fine/good/very well/OK. Welcome (back) to ….. Hotel. It’s nice to see you again.

Introducing oneself

My name is ……. I’m a restaurant cashier/waiter/waitress/ supervisor. May I help you?

1.2 Saying and responding to thanks Saying ‘Thank you’, You’re welcome responding to ‘Thank you’ and (It’s been) my pleasure ‘Compliment’ Thank you. (That’s very kind of you./I’m glad you like it.) Leave taking

Have a nice day/trip. Enjoy your meal/lunch/dinner. Good bye. We hope you enjoy your stay. We look forward to seeing you again.

230


English for Hotel Food and Beverage Servers

Unit 2

Function 2.1 Establishing good relationship with guests

Language Items

Starting a conversation

How are you? Did you have a nice rest? Did you sleep well last night? Is everything all right?

Small talk

Do you like Bangkok/Thai food? How was your trip? How are you going to spend your day? Do you like the weather here? Did you enjoy/have a good time….? Is this your first visit to….?

2.2 Showing understanding and giving correct responses

3

Responding to requests

Yes/All right/Certainly/Of course/Absolutely/Definitely

Requesting for clarification

I beg your pardon? I’m sorry. Could you say that again, please? I didn’t catch it/that. Excuse me, could you….?

3.1 Taking reservations Spelling names

How do you spell your name?

Taking reservations

I’d like to make a reservation, please. We’d like to book a table for….. on….? Can I book a table for tonight? Can I reserve a table for two/three?

Asking for the guest’s information

May/Can I have your name? May/Can I have your room number, please?

Telling the time

What time is it? It’s…

Talking about opening and closing times

What time does the restaurant open? What time do you close? What time does the restaurant close? 231


English for Hotel Food and Beverage Servers

Unit 3

Function 3.2 Welcoming and seating guests

Language Items Do you have a reservation?

Welcoming and seating guests Could you follow/come with me? Would you like to follow me, please? This way, please. I’ll show you to your table. Will this table be all right/do for you? Would you like to sit near the window? Would you prefer to sit over here? Where would you like/prefer to sit? Asking guests to wait politely

I’ll call you when there is a table available. I’ll call you when you table is ready. I’ll bring you the menu. Here’s the menu.

3.3 Greeting, seating, ordering food and drinks Taking orders

May I take your order, please? Are you ready to order now? Would you like to order now? Have you decided what you would like? Have you chosen what you would like to order?

3.4 Recommending food Recommending food

I can/would recommend….. Why don’t you try…….? Perhaps, you’d like the……. We’ve got a choice of…….. and……. Our chef’s specialty is…….. Our specialties are…….. Today we’ve got……. Today’s special is……… We have a wonderful………. ………is very excellent. If you prefer/like……, I would suggest/recommend……. 232


English for Hotel Food and Beverage Servers

Unit 3

3

Function 3.5 Room services

Language Items

Dealing with room services

Good morning/afternoon/evening, room service. How may I help you? Can I help you?

Ordering food

I would like to order…… Can you bring up…….? I’d like……

Asking guest’s room number

May/Can I have your room number, please? What’s your room number? And your room number, please?

Repeating guest’s order

(So), that’s the………….., isn’t it? Is that just………….?

3.6 Bills and payment Dealing with guest payment

You may pay by credit card/cash/foreign currency/traveler’s cheque/ putting on hotel bill.

Handling different forms of payment

How would you like to pay? Would you like to pay by……? We take both….. and…… There is the bill and receipt. Will you please sign here? What kind of traveler’s cheque/foreign currency have you got? Have you got any identification? May I see your passport, please? I’ll find out the exchange rate. That’ll be….. baht per….. Could you write your name in block letters and sign here, please?

Explaining the bill/invoice to the guest

These bills are………

233


English for Hotel Food and Beverage Servers

Unit 3

Function Saying goodbye

Language Items Was everything to your satisfaction? Do you have our card? We look forward to seeing you again. Goodbye.

4

Facing with problems and complaints

I’m so sorry. I’m extremely sorry. Please accept my / our apologies. I (do) apologize.

Apologizing and dealing with complaints in different situations

I’ll get you another one right away. I can give you something else if you’d like. I’ll have them prepare another one. Would you like …….. while you’re waiting? I’ll speak to the chef and see what he can do. I’ll ask the Head Waiter about that. I can offer you ___________ (food/drinks), compliments of the chef.

Responses to the complaints

Steps in dealing complaints

Is there any problem? What’s the problem/matter? I’m so sorry. Please accept my / our apologies. I’m afraid we’re………………. I’ll ask the Head Waiter about that. Could we offer you a coffee while you wait? I’ll change it for you immediately.

5

5.1 Providing information about opening and closing times of various hotel facilities

What time does the …… open? It opens at… The …… opens at… It’s open from…………… to……………

Understanding and answering guests’ queries

What time does the …… close? I’d like some information about ……. Is it open now? 234


English for Hotel Food and Beverage Servers

Unit 5

Function

Language Items Yes, it’s open now. Yes, it’s open now until……. No, it isn’t available now. No, it’s available until ……. But it opens up again tomorrow at …… Is there………… available now? Am I too late for ………………? What is the latest………………., please?

5.2 Giving directions inside the Please walk past….. It’s next to….. hotel It’s on your right/left. 5.3 Recommending tourist attractions

You can get there by train/taxi/BTS… It’s about … minutes’ walk from here.

5.4 Giving directions outside the hotel

Please walk past….. It’s next to….. It’s on your right/left.

235


unit function