aCe Ta CL ‘The number and categories of staff in a restaurant will vary according to the size of the restaurant. 8 manager a assistant manager head-waiter or maitre d'hotel {abbr. Maitre d’] 7: 8 b’ ‘dé /\ las g a6 waiter/waitress waiter/waitress waiter/waitress waiter/waiteess, Back of House: Stewards whose duties include taking away and washing up used dish Cleaners who clean, dust and vacuum the restaurant after each meal ete from the Service or Clearing Station,CUM aM lela g Restaurants may have some or all of the following features: area] o Pantry Om Reception desk Cloakroom Cashierres Taking Reservations by Telephone fred peng S Fred the head-waiter, answered and identified the restaurant He offered to assist the caller. The caller wished to make a the telephone at Chee Max, He and himself. dinner reservation. Fred ot areeted the caller. tout the reservation notepad. {(For wnat dat, pease? ) (The fourteenth of February. } eae Rio ay Sees aguas rete eet Gb ao pC thereon he ste aon name Sh pl ot fo i (zt or song OF cx ig + po ea LY ] WF Fred asked Ms Reid for the The caller had a special PA GRAT aad bas || Vaiphtabed baie ie rnumber of people inher party. request ~a window table. non-smoking sect booked out that night. ‘We have a window table in smoking (So that's » window table for) (Could Ihave contact» Would you are fr that? (eae on in sone on He offered her an alternative, Ms Reid accepted the offer. _Fred read back to Ms Reid all He asked Ms Reid for a and asked for her agreement. the details he had written on contact number and wrote it the reservation notepad, ‘down on the notepad,Before ending the conversation, Fred thanked the caller. Addressing Guests Whenever possible use: SIR/MADAM /MR/MRS/MS/TITLE + name when you speak 10 guests. VERBS NouNS accept agreement address alternative answer caller apologize ‘contact number ask [for] date assist details care for floor chart [something] head-waiter check information copy notepad end. number find [out] party. get out record [something] request greet reservation identify section make title [a reservation] window offer waiter pie OTHERS rake booked out [a reservation] instead write non-smoking smoking special (Tank you tor eating...) Weil see you onthe fourteenth. | Goodbye, Me Reid «and said goodbye. Speaking about TIME Ac cight o'clock Areight Ata quarter past eight Ar eight fifteen [Ac half past eight Ata quarter to eight ‘Ae eight thirty | | | Ac seven forty-five | neo | # make a reservation = the caller | makes a reservation. | stake a reservation = the waiter | takes a feservation | + Aloo charrsa pan showingall be tables and part of the restaurant. | | detail smal items of | information | +A resertion record isa hook | that containa all the detalsof | | ei iolting «reservation | booked out /fulty booked = the restaurant fll and can take | any more reservations + spectal request =the caller asks for someshing more, eg. a window table o a birthday cake etc. + identify yourself = say who you ate +a party =a group + offered her am alternative = gave her another choice o possiblity NB: Some women prefer to use the title MS, instead of MRS or MISS. Finally Fred copied all the information ‘on the notepad into the restaurant reservation record. ‘Speaking about DATES Written: 1 Jan V1 Spoken: January first “The first of January 41.1.2008 31 Dee 31/12 12.31.2008 December thirty-first ‘The thirty-first of December 14 Feb 14/2 2.14.2008 February fourteenth The fourteenth of February Riese Picture 3 “How can I help you, sire” 5 “For which day?” 7 “What time is the reservation 8 “Could I bave your name, please?” “Under what name?” 9 “For bow many people?” LL “LI check if we have a table.” 16 “Could you give me a contact ‘mune, please?” 18. "We look forward 10 seeing ‘you on the fourteenth.” 17X unit1 Exercises 1 i 3. 18 Choose a word from the box to match each picture below. i LLB Fred asked the caller for the details of the reservation. What information did Fred ask for? date of reservation ‘Match the words in column A with their meanings in column B. A B 1. assist. e] a. give your name 2. eeserve 1 b. no more seats/tables, 3. a group 1 © say sorry 4, a request 1 say yes t0 an offer 5. fully booked 1 ©. help 6. apologize 1 f. book 7. accept 1 Ba party 1 8. identify yourself. hh, something a person asks for4, Write out some ways of saying the time shown on the clocks below. Qo @& @ seven fifteen ‘a quarter past seven 5. Write down a spoken form of these dates. April 5 23 May 12" Dee 2.6.2008 31/2 the: fifth of Apr 6. Match the terms on the left with the statements on the right. 1, Identifying yourself te] a. “a round table near the door” 2. Greeting Car b. “I'm afraid we're fully booked tonight.” 3. A special request t4 e. “Jenny speaking. 4, Apologizing rn 4. “Good afternoon, sir.” 5. Spelling out something peat © “Can U help you, madam?” 6. Making a reservation ti f, “Vl check the floor chart for you.” 7. Assisting a caller tl & 8. Offering to do something [| h for someone /. What is the head-waiter saying to the callers below? it a, ee | 8. Discuss the following questions with your trainer or partner. 1. Why do some women prefer to use the title MS instead of MISS or MRS? 2. Why did Fred ask the caller for a contact number? 3. Why docs Fred write down details on a notepad while he talks to the caller?