English to Create a Truly Memorable Experience in the Restaurant or Lounge

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English to Create a Truly Memorable Experience in the Restaurant or Lounge

Bài gửi  Admin on Fri Oct 19, 2012 1:50 pm

Section 1: Making a Reservation



You could include the following questions when you make a reservation to add emotional value. Keep a smile in your voice when you speak on the telephone. It shows you care.



1.1 Answering the telephone
· Good (morning / afternoon / evening). (name of restaurant). How may I help you?




1.2 Acknowledging a reservation request
· Certainly, (sir).
· Yes, of course, (madam).




1.3 Taking the table reservation details

1.3.1 Standard Questions
· When would you like your table?

· A table for how many people?
· Where would you like to sit? (I can offer you a very nice table by the window, near to the band / in a corner / in the centre of the restaurant).


If you know the guest’s table, you could offer the same table like this:

· Would you like the same table as last time?

· Would you like your favourite table?

· May I have your name, please?


1.3.2 When you Check the Reservations Book
· Please excuse me, (name), while I check the reservations.
· Just one moment, please (name), while I see what we have available.


1.3.3 Returning to the Caller
· I’m sorry to keep you waiting, (name).
· Yes, that's fine, (name).
Yes: * May I have your room number, please, (name)?
No: * May I have your telephone number, please, (name)?


1.3.4 Confirming the Details
* So that’s a table for (2) (this evening / on Saturday, 9th May) at (7.30 p.m.) in the name of (...), and your (room number / telephone number) is (...). Is that correct?

1.3.5 Saying Goodbye
· Thank you very much for calling, (name) We look forward to seeing you then. Goodbye.


1.3.6 When A Table Is Not Available When Or Where The Guest Wants One
· I’m afraid we don’t have a table at that time. Would (8.30) be suitable?
· I’m afraid we don’t have a table available there at that time. But there is a table available (say where) then. Would that be suitable?
· I’m sorry, we’re fully booked this evening.


1.3.7 Offering an Alternative
· May I help you to reserve a table at another of our restaurants instead? ...
·Perhaps you’d like to have (dinner) in the (...Restaurant) …
· where there will be a buffet this evening.
· which is a very romantic place to have dinner.


1.4 Reconfirming a table reservation

1.4.1 Standard Reconfirmation
· Good afternoon, (name). This is (Mohamed) from the (name of restaurant). I would like to reconfirm your reservation of a table for 2 this evening at 7:30 p.m. Thank you very much for making the reservation, and we look forward to being of service to you and your (guest) this evening.


1.4.2 Reconfirmation of a Table Reservation With a Special Request
· Good afternoon, (name). This is Mohamed from the (name of restaurant) speaking. I would like to reconfirm your reservation of a table for 2 this evening at 7:30 p.m. A birthday cake with the wording "Happy Birthday to Mary" has been arranged for tonight. Should you have any other request, please let us know. Thank you very much for making the reservation, and we look forward to being of service to you and your (guest) this evening.




Section 2. Presenting the Menu


2.1 Greeting and seating guests


2.1.1 Adding Emotional Value During the Greeting

· Think about the guest’s feel-good needs. Does s/he look tired, unhappy, hurry, angry, happy, etc.? Are the guests a young couple looking for a romantic evening? What do you think s/he needs at this moment? Think about how to meet their needs.
· Look for something to compliment the guest about, such as his/her clothes, shoes, ear rings, shirt, etc. Compliment the guest either before you walk with him/her into the restaurant; or while you are walking to a table; or just as you leave the table after the seating the guest.


2.1.2 Complimenting Guests

· If I may say so, you look very beautiful / handsome today.

· That’s a very nice tie, sir.



2.1.3 Greeting the Guest

This is the standard language for outlets where tables are not reserved, such as at breakfast.

· Good (evening), madam. Good (evening), sir. Welcome to (name of the
restaurant.) Do you have a reservation? …



Yes: May I have your name (room number), please? … Thank you…

Please come with me and I’ll show you to your table.



No: A table for (2)? … May I have your name (room number), please? … Would you like to sit here or over there? …

Would you like to sit by the window? … Please come with me and

I’ll show you to your table. … Is this table to your liking?


Yes: Would you care to take a seat, (name of lady guest)? … Allow me, (name of the male guest to avoid repetition of
the same phrase) when pulling back a chair for the guest.

2.1.4 Adding Emotional Value While Greeting the Guests:

· Stand at the side of the podium as the guest approaches. It shows more warmth.
· Greet the walking wounded guest with a warm smile and warm eye contact.
· Make the greeting warm and caring. Try not to hurry the greeting.
· Instead of: “A table for one? try “Are you dining with anyone else?” or “Is anyone else joining you?”
· You don’t always have to say, “Welcome to (name of restaurant).” Try
something different, such as, “Good (evening). Thank you so much for coming to
(name of restaurant).



Before asking if the guest has a reservation, take the time to create a relationship with the guest by saying:

· (Any time:) I do hope you are well.

· (Morning:) How are you this morning? … I do hope you slept well.

· (Midday:) How was your morning?

· (Evening:) How was your day?


Then ask if the guest has a reservation:
· Do you have a reservation? …” Or instead, you could ask:
· “May I ask if you have a reservation?”
Yes: “May I ask for your room number?”
No: “May I ask for your name (room number)?”

If the guest asks why you want to know his/her name, say:
· “It’s so that we can show you the courtesy that you deserve.”


Then ask:

· “Would you prefer the smoking or no smoking area?”
· “Would you follow me, please?”

2.1.5 Walking the Guest to a Table

You could say the following as you walk with the guest to the table or as you open the napkins:
· (Compliment:) I love your perfume/dress/blouse/etc., madam.

· (Make a positive remark:) Isn’t it a beautiful day! Or: It’s raining (cloudy)

now, but it’s going to be a beautiful day.

· (General Conversation:) What are your plans for today? … (I’d love to do

that too.) I hope you have a wonderful time.

· (Various times of the day:) Are you enjoying your day? / I hope you are having a
wonderful day.
· (Morning, if nobody has already asked:) I do hope you slept well.

· (Any time, if nobody has already asked:) How are you today? I do hope you are well.
Yes: I’m glad to hear that.
No: I’m sorry to hear that. We’ll do our best to make you feel better.


At the table after opening the napkins, say:

· A Waiter will come and take your drinks order shortly. I do hope you enjoy your meal / lunch / dinner) with us.
2.1.6 Replying to “How are you?”

· If I were (or: felt) any better, I’d be twins.


You: Good morning, Mrs. Smith. Mr. Smith. How are you today?

G: I’m fine, thank you.

You: I’m glad to hear that.

G: How are you?

You: If I were any better, I’d be twins. I do hope that you slept well.

G: Yes, I did.

You: I’m glad. I like your T-shirt, Mr. Smith.

G: Thank you.

You: You’re welcome (My pleasure.)





2.2 Telling the guest that the restaurant is full

· I’m afraid that the restaurant is full at the moment. May I ask you to come back in (20) minutes? / Would you have lunch in the Royal Lounge where we serve (Italian food) or at (Basil where we serve Thai food)? / Would you like to have a drink in (the … Bar) while you wait, and you could order there?
Yes: Would you like to make a reservation?

May I put you on the waiting list? … A table should be free in about (20) minutes.


For queue jumpers: If you would like to jump the queue, would you kindly ask them?



2.3 Presenting the drinks list and menu (Restaurant)

2.3.1 Fun and Creative
Take an order for an aperitif or a cocktail first. Present the food menu after the drinks have been served.

Present the drinks list like this:
· Here’s your drinks list, madam ... Here’s your drinks list, sir. …
· Or: Here’s your drinks list, and here’s your menu, madam ... Here’s your drinks list and menu, sir. …


· Would you like an aperitif or a cocktail before your meal? (Rising voice.) Or:
· Would you care for an aperitif or a cocktail before your meal? (Rising voice.) Or:
· May I bring you an aperitif or a cocktail before your meal? (Rising voice.)


Then:
· Would you like a cocktail with or without alcohol?

Guest asks for a non-alcoholic cocktail: We have some fabulous mocktails and smoothies, or you could just leave it to (our barman/me) to create a

magical and mysterious cocktail for you.



Guest asks for a non-alcoholic cocktail: We have some fabulous mocktails and smoothies. Would you like to leave it to (our barman/me) to create a

magical and mysterious cocktail for you?



Guest asks for an alcoholic cocktail: What would you like your cocktail made with? Gin, vodka, whisky, rum, or wine?



Gin 1: May I recommend the (name of cocktail)? That’s … (describe it).

It’s … (compliment it). Or, you could leave it to our barman to create

(1) a glass of mystery and magic? Or:

(2) a cocktail from heaven? Or:

(3) a cocktail to die for?



Gin 2: May I recommend the (name of cocktail)? That’s … (describe it).

It’s … (compliment it). Or, may I tempt you to leave it to our barman to create

(1) a glass of mystery and magic? Or:

(2) a cocktail from heaven? Or:

(3) a cocktail to die for?



Gin 2: May I recommend the (name of cocktail)? That’s … (describe it).

It’s … (compliment it). Or, you could leave it to me to create:

(1) a glass of mystery and magic? Or:

(2) a cocktail from heaven? Or:

(3) a cocktail to die for?



The guest accepts the offer of the barman:

· Thank you, (name). I’ll bring a glass of magic and mystery right away.
· Certainly, (name).


You take the alcoholic cocktail to the guest:

· Here’s your cocktail, (name). I’ll leave it to you to guess the ingredients.
I’ll leave it to you to solve the mystery of the drink.

I hope you enjoy it.

· It’s one of the many mysteries of (Pakistan).
· It’s (Pakistan) magic.
· Have a guess, sir. … Keep guessing.


Alternatively, you could take the cocktail to the guest like this:
· (Present an empty glass: ) Here’s a glass full of mystery. The barman is bringing the magic drink / potion. … (The barman arrives with his cocktail shaker, shakes the cocktail shaker, and pours it into the glass. Then he says:
· Here’s your magical drink. I hope you enjoy it. Or:
· Here’s the magic to go with the mystery. I hope you enjoy it. Then perhaps:
· It’s one of the many mysteries of (Pakistan / this hotel).


2.3.2 Polite and Proper


Present the drinks list like this:
· Here’s your drinks list, madam ... Here’s your drinks list, sir. …
· Would you like an aperitif or a cocktail before your meal? (Rising voice.) Or:
· Would you care for an aperitif or a cocktail before your meal? (Rising voice.) Or:
· May I bring you an aperitif or a cocktail before your meal? (Rising voice.)
· Would you like one of our special cocktails? We have special cocktails with and without alcohol.
No: We also have some delicious fruit smoothies and milk shakes / special
cocktails without alcohol. Would you like one instead?...I highly
recommend the … It’s made from … It’s (fabulous).

Recommending special drinks
* Would you care for a (name of drink), (sir)?
* May I recommend our (name of drink)?
* We’re having a special promotion of (name of drink). Would you care for a (glass /
bottle)?


When the guest does not want alcohol
· Would you like to have a (soft drink / fresh juice / a non-alcoholic cocktail), (sir)?
· Would you care for a (soft drink / fresh juice/ a non-alcoholic cocktail), (madam)?


If the guest orders a drink, repeat the order and say:
· Thank you very much. I’ll be back shortly. / Right away.
· Certainly, sir/madam. I’ll go and pick the mangoes for your drink personally.


During the drinks order, you might say one of the following:

· I hear that you’ve had a hard (day), (name). I’m going to do my best to make you feel better.




2.4 Presenting a drink

· Here’s your (mango juice.) I picked the mangoes myself. I do hope you enjoy it. (Removing a leaf: I’m sorry. The leaves are from the (mango) tree).
· Here’s your (name of drink). I do hope you enjoy it. (Say this with eye contact and a warm smile.)

· Here’s your (name of drink), madam. I’m sure you’ll love it (Or: I’m sure you’re going to love it). (Say this with eye contact and a warm smile.)



(If the guest is tired, not feeling well, etc., you might present the drink like

this:) Here’s your (name of drink). I hope this / it helps you feel better / refreshes you.

2.5 Offering another drink
· Would you care for another (glass/bottle) of (name of drink)?
· Would you care for another, (sir)? (Point to the glass or bottle.)
Yes: * Certainly, (name). Right away.
No: * Would you like anything else? ...




2.6 Presenting the menu

(After taking the drinks order:) Here’s your menu, madam ... Here’s your menu, sir.
· Today we have a special set menu ...
· May I recommend the (...)?
· We also have a delicious buffet today.
· This is our special (afternoon tea) menu.
· I’ll come back in a few minutes to take your order.


(Alternatively:)

· Here’s your menu, madam. Here’s your menu, sir. We have some wonderful dishes!
· If you have any questions or you would like some recommendations, I’d be delighted to help you. … Please take your time.



(Alternatively:)

· Here’s your menu, madam. Here’s your menu, sir. I highly recommend the …

and the …

· If you like fish/original (Thai) food, you’ll love our menu.

· If you have any questions or you would like some recommendations, I’d be delighted to help you.

· We serve original (Thai) food. The taste is authentic, but the presentation is contemporary.



(When you return to the guest, you could start by saying:) Do you have any

questions about the menu?

No: May I take your order?





2.7 When a guest asks you for the menu
· Certainly, (sir). I’ll bring it right away.


2.8 Asking a guest, if s/he would like to see the menu
· Would you like to see the menu now, (sir)?




2.9 When the guest is not ready to order
· I’m sorry, (sir). There’s no hurry.
· I’m sorry, (sir). I’ll come back for your order when you’re ready.
· I’m sorry, (sir). I’ll come back for your order in a moment.




2.10 When a guest apologizes for ordering slowly
· It’s no problem, (sir). Please take your time.
2.11 When the guest calls you first to order
· Yes (Certainly), (madam). What would you like to start with?




2.12 Encouraging the guest to take your recommendation

· (While order taking:) Do you like (tomatoes), sir? … You’ll love the (name of dish) then. …
· It’s delicious.
· This dish is to die for, sir.

· This dish is delicious. I’m sure you’ll love it!

· The chocolate ice cream is made with cream. It would be a shame to spoil your beautiful figure.



(Affirm a guest’s choice, like this:)

· That’s a very good choice! You’ll love that.
· That’s a very good choice. I like it too.


Tell a story about the dish:

· There’s a short story associated with this dish…

· My grandmother used to cook this dish for us around a fire. Describe the scene.
· The dish was a favourite of a maharaja about 150 years ago…

· The recipe for this dish has its origin in the court of maharaja …

· This is a particular favourite of Queen …



2.13 Getting more information
· What would you like to start with?
· And to follow?
· And for you, (sir)?
· Would you prefer (...) or (...)?
· How would you like your (name of meat) cooked?
· What kind of (bread / sauce) would you like?



2.14 Explaining portions
· This set (lunch / dinner) is for a minimum of (4) people.
· This dish is enough for (2) people.


2.15 Finding out what a guest likes before recommending
· Would you like some (Western, Chinese, or Japanese) food this evening?
· (Thai:) Do you like (fish)? (Guest says, “Yes”Smile I’d like to recommend the
(name of dish and description of the dish). It’s very tasty.



· (Thai:) Do you like (fish)? (Guest says “No”Smile Which would you
prefer? (Beef, shrimps, or pork?) … (Guest says, “Pork:) May I
recommend the (name of dish and description of the dish). In my
opinion it’s our best Thai pork dish.


· Would you like anything else?
You may then have the chance to add:

· If you would like a salad to start with (or: to go with that), I can recommend 2 wonderful salads? The (… salad), for example, is really good. It’s made from …. and served with a delicious (balsamic) dressing. … I also highly recommend the (… salad). It’s made from …. and served with a delicious (vinaigrette) dressing.

You could also use these questions sometimes:
· Would you care for something (light / spicy)?
· Would you prefer a snack or a meal / Thai or European food?

1. If a guest asks if you can make a dish that is not on the menu:
Guest: Can you make (panaeng shrimps)?
EC: (I’m afraid I don’t know.) May I check with the chef? … The chef can make it. Would you like to order it? ... Thank you.


2.16 Making suggestions and recommendations
2.16.1 Talking about the speciality or food promotion
· May I suggest our speciality of the day? Today we’re featuring (name of speciality).
· Our Chef’s speciality today is (name of dish).
· We are offering a (special promotion) today, which is (describe it).
· We are having a special promotion of (...) this week.
· We are celebrating (name of the festival), and so we are offering a special menu this week. …
· We have a special (name of festival) menu this week. (These dishes are traditionally eaten during this festival).


2.16.2 Suggesting and recommending
· Would you prefer (name of dish) or (name of dish)?
· I (highly) recommend the (...). / May I recommend the (...)? That’s … It’s…
· May I suggest the (...)?
· Would you like to try the (...)?
· If you like (strong flavours), I highly recommend the (name of dish).
· May I suggest an appetizer? We have fresh (name of dish) from (country).
· Perhaps you’d like to try the (...). (It doesn’t contain any sugar.)
· Would you like to have (...) with your (name of dish)?
· Would you care for some wine with your meal?


2.17 Explaining dishes
2.17.1 Methods of cooking
pan fried braised
baked roast(ed)
stir fried grilled/broiled
poached
deep fried sautéed
(double-) boiled steamed
smoked hot pot
a Steam Boat simmer
· It’s braised with (...) and then served with (...).
· It’s marinated in (...) and comes with (...).
2.17.2 Degree of flavour Tastes Flavours

quite (mild) rich spicy/hot

extra (spicy) creamy sweet
very (hot) thick sour
fairly (peppery) strong salty
mild peppery light
savoury tasty appetizing

2.17.3 Useful expressions to describe food
· It’s a kind of (fish soup).
· It’s made from (...).
· That’s …
· It’s served with (...).
· It’s laced with (Cognac).
· It’s garnished with (...).
· It’s stuffed with (...).
· It’s flavoured with (...).
· It’s seasoned with (...).
· It’s accompanied by (...).
· It’s a traditional (delicacy / dish) of (...).
· It’s a (traditional) Chinese delicacy.


2.18 Saying something positive about the food
· People often say it's delicious.
· This is a very popular dish.
· It's very popular.
· It's delicious.
· It's excellent.
· It's very tasty.
· I’m sure you will enjoy it.


2.19 Recommendation + description + positive comment
· May I recommend the (Tom Yam Goong)? It's a (spicy sweet and sour soup with shrimps, and flavoured with lemon grass). It’s very tasty.
· Perhaps you'd like to try the Mediterranean style (Gaspacho soup). It's (a chilled raw tomato soup). It's very popular.

In the case of expensive items, say why they are expensive and good value for money. For example:
· The dish is expensive because the (duck liver) comes from (France) and the chef believes that the best (duck liver) comes from there.
· The dish is expensive, but I think it’s good value for money because the (duck liver) comes from (France) and the chef believes that the best (duck liver) comes from there; and also because the dish tastes so good.
· I highly recommend the (Ron snow fish). I know it’s a bit expensive, but the

fish really does taste good.

2.20 The guest orders just one dish. You want to offer an extra item

· If you would like a salad to start with (or: to go with that), I can recommend 2 wonderful salads? The Caesar Salad, for example, is really tasty. It’s made from …. and served with a delicious (balsamic) dressing.
· I could recommend a very tasty (salad) to go with that, if you’d like, (sir). The Caesar Salad, for example, is really tasty. It’s made from …. and served with a delicious (balsamic) dressing.
· I know a delicious pasta dish that would make an excellent starter for the (snow fish). Would you like me to recommend one? (Or: ) I’d love to recommend one to you.
· How about a delicious (fettuchini) dish to start with? It would go very well with the (snow fish).




2.21 Handling objections

2.21.1 Guest: “Only the cheese cake is good”?

· Oh no, (sir). They are all very good, but cheese cake is my favourite and it tastes really good.


2.21.2 Guest: “Have you tried it yourself”?

· Yes, I have, (sir). And I highly recommend it. The taste is (rich and creamy). I love it.
· (If not, tell the truth:) “ I haven’t tried it, but many guests have given very good comments about it.”


2.21.3 Guest: “Why are you trying to sell the cheese cake?”

· Because it’s our speciality / my favourite / etc. It tastes so good. / It’s to die for.”




2.22 The guest keeps refusing your suggestions and cannot decide what to have

· Would you like me to ask the chef to come and recommend something for you?
· Perhaps he can suggest / create something off the menu.




2.23 MSG (Mono-sodium glutamate) disclaimer
· No MSG is used in our food.
· We don’t put any MSG in our food.



2.24 Talking about the food preparation time
· It takes about (25) minutes to prepare this dish. Do you mind waiting?



2.25 Finishing the order-taking process
· Will that be all? … So that’s (...) (repeat the order). Or:
· Would you like anything else? … So that’s (...) (repeat the order). Is that
right / correct?

· Thank you very much. Your (appetizer) will be ready in about (10) minutes.




2.26 Presenting the food

A few minutes before presenting the food you could pass the table and say something about their order to create suspense. For example:
· By the way, the chef is in the garden picking the vegetables for your salad.
· The chef is now picking the vegetables for your salad in the garden behind the Kitchen.
· The chef is now at the back of the kitchen milking the hotel cow so that your milk is fresh.
· I was in the kitchen just now and your (fish) smells so good.

· I’ve just been into the kitchen. Your (Tom Kha Gai) smells delicious.
· By the way, I’ve just seen the chef climbing the (mango) tree so that the (mangoes) in your dessert are fresh.

· By the way, your food is nearly ready. The chef’s witch doctor has nearly finished his ceremony. … (I’m not sure, but we often find frogs in the restaurant afterwards. But don’t worry.)


When you present the food, say something positive or a little humorous, such as

the following. As always keep an enthusiastic smile on your face and show enthusiasm in your voice.



· Here’s your delicious (grilled salmon steak with steamed vegetables), Mr. Smith.
· I’m sure you’re going to love it / enjoy it.
· It smells so / really good.
· It looks really tasty.
· The chef has put his heart into it.
· It comes from my heart.
· It comes with the passion and love of the chef / barman.

· I’d love to sit down and join you as it smells so good.
· Would you like anything else, such as (soya sauce) or (tomato sauce)?

· I wish you a very enjoyable (or: wonderful) lunch / meal.




2.27 Taking a dessert order



2.27.1 Creative and Memorable

· We have some wonderful desserts that are to die for. May I tempt you with one?
· The (strawberry mousse) melts in your mouth.
· May I tempt you with the (satin smooth chocolate mousse), which has an absolutely delicious, melt-in-the-mouth taste?
· Here’s our dessert menu. Would you like to indulge in (try / enjoy) one of our sinful desserts?


Point out which desserts are really sinful!

· It’s my favourite dessert. I secretly eat it in the kitchen when the chef isn’t looking.
· I like it most of all.

· This is my favourite dessert.

· It’s really (good / delicious).

· It’s one of our signature desserts.



After recommending a dessert, you could compliment it, like this:

· It’s very popular in this restaurant.

· It’s heavenly.

· It’s a mouth-watering delight.

· It’s gorgeous.

· It’s delightful.

· It’s absolute bliss.

· You won’t regret it.

· You’ll regret it for the rest of your life if you don’t have it.





2.28 Checking satisfaction



2.28.1 Polite and Proper

· I do hope you’re enjoying your (lunch). … I’m glad to hear that.

· Is everything all right?

· Is the food to your expectations?

· I do hope that you’re enjoying your (meal / name of food).



If the guest has finished:

· I (do) hope you enjoyed the flavour of your (steak).

· I do hope you enjoyed your (steak / meal).



2.28.2 Creative and Memorable

· I do hope you’re enjoying the (name of dessert). If you’re not, we’ll send the Pastry Chef back down to the dungeons. (She’s only been out for a week.)

· Are you enjoying the (name of drink), or shall we send the Barman down to the dungeons?

· Are you enjoying the (name of dessert), or shall we demote the Pastry Chef to Steward?

· Are you enjoying the (name of dessert), or shall we cast the Pastry Chef adrift at sea?

· Excuse me, ladies and gentlemen. Are you all enjoying the food or shall we take the chef down to the dungeons?

· Excuse me. We have a problem in the kitchen. The chef is panicking. He’d like to know if you are enjoying the food.

· I do hope you’re enjoying the (cocktail from heaven). If you’re not, the (management / Bar Manager) will send me down to the dungeons.



When the guest answers and says that the food is fine, say:

… Thank you so much. I’ll let him know. …

1. He’ll be so relieved. His blood pressure will come down now.

2. We won’t have to buy him a wig now.



When the guest answers and says that the food is not good, say:

… I’ll take care of the matter right away.



While filling up a water glass, you could say:

· The (fried duck) tastes really good, doesn’t it?



2.29 Dealing with a complaint



2.29.1 Polite and Proper

· I’m terribly sorry, (sir). I’ll find out what is happening.

· I’m terribly sorry, (sir). The chef has said that it will be ready in 10 -15 minutes.
· I’m terribly sorry, (madam). I’ll bring it as soon as it’s ready.

· I’m terribly sorry, (madam). May I bring you a complimentary (glass of water)?
· I’m terribly sorry, (madam). I’ll change it right away.

· I’m terribly sorry, (madam). I’ll have it cooked a little longer. Or would you like me to change it?

· Would you like a salad from the buffet while we prepare the dish?

· …Would you mind waiting about 20 minutes while it’s cooked?

· I’m terribly sorry, (madam). I’ll have it heated up right away.

· (May I ask what the problem is?) … Would you like the same drink again or may I bring you another one?

· I’m terribly sorry, (madam). I’d like to try and make up for this. May I ask when you are checking out? … In that case, please have dinner here tomorrow and allow me to make something really special for you.
· I’m terribly sorry, (madam). The price is indicated on the menu.

· I’m terribly sorry, (madam). You’re paying for the ambience, the service, and government tax.



2.29.2 Creative and Memorable

When you bring the item, present the item and say:

· … I’m terribly sorry about this. The palace guards are taking the chef down to the dungeons as I speak. It won’t happen again.

· I’m terribly sorry, (sir). I’ll find out what is happening. … Here’s your (name

· I’m terribly sorry. The chef had made your appetizer, and he tasted it to see if it was all
right. Unfortunately, he liked it so much that he ate it, so he’s making it again. … Your (name of food) will be ready in 5 minutes.





2.30 Leaving a guest at the end of a conversation



2.30.1 Polite and Proper

· If there’s anything I can do for you, please let me know.

· I hope you will have a wonderful meal / day.

· I hope you enjoy your (name of dish).



2.30.2 Creative and Memorable

· I must excuse myself, (sir). My wife (in the kitchen) will be wondering who I’m with.




2.31 Thanking the guest

(Add “very much” to “thank you”Smile Thank you very much.





2.32 Telling a guest that the restaurant is closing soon



2.32.1 Polite and Lacking in Emotional Value

· Would you like to order a dessert before we close the kitchen?

· The kitchen is going to close at 10.30. Would you like to order a dessert before we close the kitchen / it closes?

· The restaurant is closing in (15) minutes, but the bar will be open until …

(There will be service staff at the bar, but there will be nobody in the restaurant.)



2.32.2 Creative

· May I tempt you with one of our sinful desserts before we close the kitchen in (20) minutes?

· Would you like to order anything else before we close the kitchen? The cooks turn into demons after (11:00 p.m.) so we have to lock them in by then.





2.33 Presenting the Bill

· Here’s your bill. Please sign it at your convenience.

· (The hotel’s service charge is included.)

· You don’t have to give a tip, sir. It’s my pleasure to serve you. But guests often give about …



2.34 Giving change
· Here is your change, (name). ... Thank you very much.




2.35 Saying goodbye to guests

(Try to include at least one of the following when a guest is about to leave the

restaurant or Lounge. Use the guest’s name.)

· Restaurant: Thank you very much for dining with us, (name).

· Bar / Lounge: Thank you very much for coming, (name). Then add:

· When are you going to come (back/again)? Or:

· I do hope you will come back. Or:

· I do hope you enjoyed your meal. Or:

· I hope you will have a wonderful day / evening. Or:

· (At the exit:) Thank you very much for dining with us. You were one of the loveliest couples we had this evening. Thank you for coming.





Section 3. Selling Wine


3.1 Showing the wine list
· Would you (like / care) to see the wine list, (sir)?
· Would you care for some wine with your meal?
·Here is the wine list, (sir).


3.2 Giving suggestions immediately in order to upsell
· May I suggest a glass of / a bottle of the (name of wine) to compliment your (meal / lamb curry)?
· May I suggest a glass of / a bottle of (name of wine)? It would go very well with your (name of dish).


· Would you like to have a glass of / a bottle of (name of wine) with your (meal / name of meal / lamb curry)?
· Would you like me to recommend a glass of / a bottle of wine to go with your meal, (sir)?
· Would you prefer a (light white wine / name of wine) or a (young light red / name of wine), (sir)?
· May I suggest a glass of / a bottle of (name of wine), which is a (full-bodied red)?


3.3 Taking the wine order
If you prefer to leave the guest to look at the wine list to choose a wine, you could say this:)

· Have you chosen your wine, (sir)?




3.4 Presenting the wine
· Here is your wine, (sir). A (name of wine and the year).
·Would you like me to open it now or later?
· Would you like to taste the wine, (sir)?


3.5 Offering to pour the wine after it has been tasted
· May I serve the wine, (sir)?


3.6 Suggesting another bottle of wine
· May I bring you another glass of / bottle of (name of wine)?
· Would you like another glass of / bottle of the same wine, (sir)?

Appendix 1

Conversation After Placing the Napkins or During the Meal



Adapt to the local area.



1. Have you been to the …?
1. Wind Palace?
2. Amber Fort?
3. Jaigarh Fort?
4. Nahargarh Fort?
5. Birla Temple?
6. M 1 Road?
7. Johri Bazar?
8. City Palace?
9. Jai Mahal Palace?
10. Albert Hall Museum?
11. Zoo?
12. Central Park?


2. I highly recommend you go there.

1. You will have a lovely view of the local market.
2. You will have an excellent view over the city.
3. It has the biggest cannon in Asia.
4. You can go hunting there. They keep maharanis there.
5. It’s made from beautiful white marble.
6. There’s a big clothes and jewellery market there
7. This is a local market which is good for buying safaris and jewellery.
8. This was the residence of maharajas. The palace has beautiful arches and paintings.
9. The palace is in the middle of a lake and has many beautiful antiques.
10. It’s a very interesting museum, and it even has two mummies.
11. You can see many kinds of Indian wild life, including tigers.
12. The park is a very pleasant and romantic place to go for a walk.


3. How to Get There.

· You can get there by tuk-tuk from outside the palace or you can take a hotel car.


Distance from The Raj Palace

1. It’s about 2 kilometres from here.
2. It’s about 7 kilometres from here.
3. It’s about 9 kilometres from here.
4. It’s about 9 kilometres from here.
5. It’s about 5 kilometres from here.
6. It’s about 3 kilometres from here.
7. It’s about 2 kilometres from here.
8. It’s about 2 kilometres from here.
9. It’s about 3 kilometres from here.
10. It’s about 3 kilometres from here.
11. It’s about 3 kilometres from here.
12. It’s about 4 kilometres from here.




4. Cost

1. It will cost you about 40 rupees one way. You may need to bargain.
2. It will cost you about 80 rupees one way. You may need to bargain.
3. It will cost you about 100 rupees one way. You may need to bargain.
4. It will cost you about 100 rupees one way. You may need to bargain.
5. It will cost you about 40 rupees one way. You may need to bargain.
6. It will cost you about 40 rupees one way. You may need to bargain.
7. It will cost you about 40 rupees one way. You may need to bargain.
8. It will cost you about 40 rupees one way. You may need to bargain.
9. It will cost you about 40 rupees one way. You may need to bargain.
10. It will cost you about 50 rupees one way. You may need to bargain.
11. It will cost you about 50 rupees one way. You may need to bargain.
12. It will cost you about 50 rupees one way. You may need to bargain.
13. It will cost you about 60 rupees one way. You may need to bargain.


· A hotel car costs 1,200 rupees for 4 hours. (Ambassador)
· A luxury car costs 3,000 hours for 8 hours. (Enova)
· A Mercedes C500 costs 15,000 rupees for 8 hours.

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