Bilingual handouts for F&B courtesy standards

Day 1 RECEIVING RESERVATIONSGood morning/ good afternoon/ good evening, (+ restaurant name), (+your name) speaking, may I help you?

Would you like to reserve a table?

For how many persons would you like to reserve the table?

May I have your name please, Sir/ Madam?

May I have the spelling please?

What time would you like to arrive, Mr./ Ms/ Mrs...?

Do you have any special request for the location?

May I have your contact telephone number? In case there is any change, I can inform you immediately..

May I repeat the reservation?

Im terribly sorry, Sir/ Madam, the restaurant is fully booked this morning/ afternoon/evening.

Would you mind to try another one of our restaurant, or book for another day?

Remember:Use guest name once you get it to make the interaction as personal as possible to build rapport at the very beginning.Get as many details as possible to anticipate guest needs.

GREETING THE GUEST

Good morning / good afternoon / good evening, Sir/ Madam, welcome to ...(+ restaurant name).

Good morning / good afternoon / good evening, Mr./ Ms./ Mrs...(+guest name), how nice to see you again. How may I help you?

Do you have a reservation, Sir/ Madam? (...) No problem, we have a table available. A table for how many person?

Is anyone joining you, Sir/ Madam?

Do you prefer any special location, Sir/ Madam?

This way please / Please follow me. I shall show you to your table. Please be seated. Your waiter/waitress shall be with you shortly. /

Day 2 ASKING THE GUEST TO WAIT

Good morning / good afternoon / good evening, Sir/ Madam. Welcome to our (+ restaurant name).

Im awfully sorry, we are fully booked at this moment. Would you care for a moment? I will seat you as soon as a table available.

Im terribly sorry, Sir/ Madam, but we do not have a table free now. It will be at least...(+time). Would you care to wait?

Would you care for a drink whilst you are waiting? I shall call you as soon as possible.

Excuse me, your table is ready now, Sir/ Madam. Sorry to have kept you waiting. / I do apologize for the delay.

Remember:Be extremely polite when doing so. Offer guest options for the place to wait and ask for name and contact ways so that the guest will feel your concern and not feel refused or denied.

THE TABLE IS UNSUITABLE

Im sorry, Sir/ Madam. We shall move you immediately. Would you care to follow me to another table?

Im terribly sorry, Sir/ Madam, Im afraid this table has been reserved. Would you care to follow me to another table?

Which table would you prefer? Perhaps one near the center/ in the quiet corner/ near the window?

Remember:BE EXTREMELY POLITE if YOU want a guest to change the table and DO APOLOGIZE FOR THE INCONVENIENCE. Never let the guest feel they are kicked around.

Day 2A RESERVED TABLE HAS BEEN GIVEN AWAY

Im sorry, Sir/ Madam. We do not have a table free at this moment. We are rather full today. Would you care to wait?

Please accept my sincere apologies.

I do apologize for the inconvenience.

PRESENTING THE MENU

Good morning/ good afternoon/ good evening, Sir/ Madam. Excuse me, Sir/ Madam. I am your waiter/ waitress. Shall I present you our menu or would you like to have buffet today?

Here is the menu, Sir/ Madam. Would you care for anything to drink while you decide?

Remember:Ladys First or the most important guest is first.

TAKING THE GUEST ORDER

Excuse me, Sir/ Madam, may I take your order now?

Excuse me, are you ready to order, Sir/ Madam?

Excuse me, Sir/ Madam, have you decided? May I recommend you something? / If you dont mind may I recommend (+item)?...What would you like to have for the...(appetizer/ soup/ main course/ dessert)?

Day 4 March 10, 2015

Breakfast::

Would you like to order some eggs? Sunny side up/ omlet/ scrambled/ over easy/ poached. We also have some noodles you can order.

Any components you would like to addto your eggs?

Would you like some tea or coffee? We also have some fresh juices.

Lunch &/ or Dinner:

Would you like to have soup first? Today we have (+flavor).

Would you like to have the buffet or would you take a look at our A la Carte menu?

Anything sweet for you today?

Do you prefer to drink coffee with milk?

(When refilling coffee etc) Would you like some more?

What sort of side dish would you like?

Would you like anything else, Sir/ Madam?

May I repeat the order?

Your meal shall take around ...(+time) minutes.

SPECIAL DIETARY NEEDS

Yes, Sir/Madam, we do have a selection of vegetarian dishes.

Please let me check with the chef is there is any pork or bacon in this dish..

Day 5 A DISH / ITEM IS UNAVAILABLE

Im terribly sorry, Sir/ Madam, the dish has been just sold out. May I offer you (+item) instead?

Im afraid we dont have any just nowSomeone has just got the last order.

Im afraid its not on the menu this evening.

Im afraid it must be ordered a day in advance. Maybe ()??

Remember:ALWAYS offer the guest alternative items on the menu.

Even if you know we never have some items in our F & B outlets, do not say so immediately before the guest. Say: Let me check with the chef and I will come back to you. Make a note on that item and REMEMBER to come back to the guest IN A COUPLE OF MINUTES with one of the above mentioned phrases and make another suggestion.

Always consult the sold out board. Knowing your assortment also means being permanently informed of what is available.

RECOMMENDING DISHES

May I suggest our (+item), its very nice.

The chefs special today is (+item).

May I recommend (+item).

If you dont mind, may I recommend (+item)?

May I recommend (+Chinese dish)? It is a traditional Beijing/ Canton/ Sichuan dish and very delicious.

The (+item) is particularly good tonight. Would you like to try?

Remember:Every guest has a right to recommendations.

It is the duty of every waiter to know the items on the menu.

If you do not know, ask your supervisor.

RECOMMENDING DRINKS

Would you care for something to drink before your meal?

Would you like to see the drink / wine list?

May I suggest (+wine) with your meal. It goes well with it.

I suggest (+drink) if you would like something refreshing.

Would you care for a liquor or brandy?

Would you care for a liquor coffee?

Remember:Offering guests drinks before their meal will show attentiveness and increase sales. Extra sales mean extra profit.

Offering Wine

Here is the wine list, Sir/ Madam.

What kind of wine do you prefer?

What kind of wine do you prefer? May I recommend (+ item).

We have a special drinks/wine promotion this evening, may I suggest (+item)? Would you like some more wine, Sir/ Madam?

We have an excellent (+drink/ wine) which I can recommend.

GIVING CONTINUAL ATTENTION

Is everything to your satisfaction?

Is everything all right with your meal?

Would you care for another drink?

Would you like to have another drink?

Would you like any more water?

Can I bring you anything else?

Remember:Check that the guest has everything they need i. e. ashtray, salt & pepper, sugar, toothpick, etc.If the guest has everything, this will make your work more efficient and satisfy the guest.

Day 6INTERRUPTING THE GUEST

Excuse me for interrupting.

May I take up a few moments of your time?

May I speak to you for a moment, Sir/ Madam?

Will there be anything else, Sir/ Madam?

Excuse me, Sir/ Madam, but Im being called away.

Excuse me, may I clear your plate?

May I take the glasses away?

May I clear your table now?

Would you like me to clear your table?

Excuse me, Sir/ Madam, may I take the plate away now?

Excuse me, Sir/ Madam, the buffet table is to be cleared in 15 minutes.Is there anything else you like to have? May I get you anything else?

OOPS ! - SPILLAGE

Im terribly sorry, such a mishap! I shall fetch the warm water to remove the stain immediately.

Im terribly sorry, Sir/ Madam, I must apologize.

Is there anything else I can do.

I do apologize for this unfortunate accident. If you would like us to have the dress cleaned and send it back to you, we will be happy to take care of it.

I would like to apologize once again.

Remember:Apologize immediately, assist the guest and offer to have the garment etc. cleaned.

Depending on the stain, bring warm water and a clean cloth or stain remover. Call your supervisor.

Day 7HANDLING COMPLAINTS

Im sorry, Sir/ Madam, Ill change it straight away.

Thank you for bringing this matter to our attention.

Im very sorry. Ill call the supervisor/ manager.

Im sorry the (+item) shall be replaced immediately.

Im sorry, but we are glad you pointed this out to us.

Im sorry, Sir/ Madam. Im afraid the ...(+dish) takes a while to prepare. However, I shall ask the chef. Would you care for anything else whilst you are waiting?

Im so sorry you have been kept waiting. I shall ask the chef how long it will be.

Im terribly sorry for the delay. I do apologize.

Im awfully sorry, Sir/ Madam. I will call my manager. Would you please excuse me.

Take down the guests name and address, explaining that the matter will be brought before the management. The manager will write a letter of apology.

OFFERING DESSERTS

Would you like a dessert now, Sir/ Madam?

THE WRONG MEAL!Im sorry, Sir/Madam, the (+item) shall be replaced immediately.

Im awfully sorry for the mistake, Sir/ Madam. I will personally see it to be changed at once.

Im terribly sorry, Sir/ Madam, we shall replace the meal immediately. It will take... (+time) minutes. Would you like something else whilst you are waiting?

PRESENTING THE BILL

Would you like to have the bill? Yes, Sir/Madam, one moment please.

Here is your bill, Sir/Madam.

How did you like your meal?/ Is everything up to your satisfaction? ?/ ?

Did you enjoy your meal?

Guest pays in cash: Thank you, Sir/ Madam. Ill get your change right away.

Guest pays with credit card: Would you sign here please?

Guest signs the bill to the room: May I see your key card please, Sir/ Madam?

Do not say cost out loud

Day 8THE BILL IS ADDED UP WRONG

Im sorry, Sir/ Madam. Would you show me what is wrong?

I shall ask the cashier to add it up again, one moment please.

Ill just go and check it for you, Sir/ Madam.

Yes, Sir/ Madam, you are right. The cashier made a mistake. You will find it correct now. Once again I do apologize.

Im sorry, Sir/ Madam. The Cashier says the bill is correct. (Explain the details) Sorry about the misunderstanding.

THE GUEST WAS NOT SATISFIED WITH THE MEAL

Im sorry, Sir/ Madam. Would you tell me what is wrong?

Thank you for telling us about this. I will pass the message to the chef and my manager.

Thank you for your opinion. It is important for us to know what is wrong. We will try our best to improve.

Im sorry, Sir/ Madam. Would you like to leave your business card or contact number?I will let the chef and my manager to contact you as soon as possible.

THE GUEST WAS SATISFIED WITH THE MEAL

Thank you, Sir/ Madam. We are glad to be of service.

Thank you, Sir/ Madam. Its our pleasure.

FAREWELLING THE GUEST

Good bye, Sir/Madam. Have a pleasant day/ afternoon/evening.

Thank you, Sir/ Madam. Hope to serve you again soon.

Remember:Even if it was not you who served the guest, if you realize the guest passing by is on his/her way out, you should say: Thank you and good bye with a smile.

DAY 9

IMPORTANT RESTAURANT UTENSILS AND EQUIPMENT

Fork= Knife= Spoon= Glass= Cup= Plate= Dish= Napkin= Toothpick= Chopsticks= Milk pot= Receipt= Invoice=

Usually a guest will ask you about these objects in the following way: Excuse me/Im sorry may I have a .. please?

: /?

Your reply should be followed saying Ofcourse Sir/Madam I will bring it to you right away/immediately.

/

This way of reply should be used at most of the caseswhen you are responding to guests.

EXERCISES:1. Describe your restaurants cover.2. Write 3 sentences with the words using the above forms of question and answer.

TAKING AN ORDER:ASKING THE CUSTOMER HOW HE PREFERS HIS MEAT COOKED

You should always ask a customer who orders a filletor any other kind of meat how much he wants it cooked.

LEVELS OF COOKING

Rare=cooked for 5-7 minutes.The meat is served juicy and with blood. = 5-7 Medium:cooked for 10-12 minutes.The meat is cookeda bit and it has some blood in it. 10-12 Done:cooked for 15-17 minutes.The meat is served well cooked and a bit juicy. 15-17

Well done:cooked for 20-23 minutes.The meat is servedvery well cooked with no juices. 20-23

After you learn the cooking methods its time toknow how to ask the customer how he prefers hismeat:How would you like/prefer your fillet/stake/chicken Sir/Madam?

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