Taking Reservations by Telephone

VIDEO 1

Watch the video about taking a reservation by

telephone!

What do you learn from the video?

Write down the expression which used by the waiter!

Read the dialogues 1-3 and practice with your pair!

1
A: Browns’ Restaurant. Can I help you?
B: Good morning. I would like to reserve a table for 3 people for tomorrow dinner.
A: I am happy to reserve you a table for tomorrow. What time exactly are you coming?
B: I think at 6 p.m.
A: I see. Smoking or non-smoking?
B: Non-smoking please.
A: Would you like to sit near the window or it would be a better variant to have a table in the
corner for
you? Corner tables are usually a quieter place.
B: It would be good for us to sit in the corner I suppose as we are having a business meeting
tomorrow.
A: Fine! I have just made a reservation for a corner table! Would you like us to set the table for
dinner
before you come?
B: That would be nice!
A: And would you like anything to drink as soon as you come?
B: No, thank you. We will have a look at the menu and decide tomorrow.
A: Great! So we will set a nice table especially for you!
C: Thank you!
A: Thank you for calling! We will wait for you tomorrow at 6 p.m. Have a nice day!
B: You too! Bye!
A: Good-bye!

2
A: “Sweetie Rose”. Good afternoon!
B: Good afternoon. Do you accept orders?
A: Yes. What would you like to order?
B: I would like to order a couple of birthday cakes for my anniversary.
A: I am glad to help you! What kind of cakes would you like to order?
B: I would like to have 2 fruitcakes. Biscuit and fruit, you know.
A: Sure. They are very delicious. And what time would you like to receive your order?
B: I would like to get it at 5 o’clock tomorrow evening.
A: I see. Let me note your order onto the register. Yes, I have just placed it. Your fruitcakes
will be
ready to collect at 5 o’clock tomorrow. Would you like to pay in cash?
62
B: No. I would prefer paying by credit card.
A: Fine. So we will fix that tomorrow then.
B: Thanks! Bye!
A: Thank you! Have a nice anniversary!

3
A: “John and Jane”. Can I help you?
B: Hello. I would like to make money transfer into your account but I am not sure about the
exact
number of it.
A: I see. And what kind of service would you like to pay for?
B: I ordered 20 baked wedding decorations last month and I haven’t paid for that yet.
A: That’s OK. You can successfully transfer money into our account No. xxx xxx xxx xxx.
B: Fine. I’ll do that this afternoon.
A: No problem. Your orders are always welcome!
B: Thank you! Bye!
A: Good bye!
SPEAKING ABOUT TIME

At eight o’clock At eight twenty five

At eight At twenty five past eight

At two thirty At eleven fifty five

At half past two At five to twelve

At four forty five At four fifteen

At a quarter to four At a quarter past four

SPEAKING ABOUT DATES

Written : 1 Jan 1/1 1.1.2018

Spoken : January first

The first of January

Written : 15 Dec 15/12 12.15.108

Spoken : December fifteenth

The fifteenth of December

Written : 20 May 20/5 5.20.2018

Spoken : May twentieth

The twentieth of May

Let’s Practice!

1. Put sentences in the dialogue in the correct order.

1 Good evening, I’d like to make a reservation, please. What days do you open?
We serve dinner from 18.00 p.m. to 21.00 p.m.
Dadang. D-A-D-A-N-G.
We’re often busy on Saturday. I’m afraid we’re fully booked on Saturday the 19 th. Oh…
but we have table on Sunday the 20th.
And what time do you serve dinner?
Thank you. We look forward to seeing you on Sunday The 20th.
OK, Sunday the 20th is fine. Thank you very much.
Excellent. I’d like to book a table for two at 18.30 p.m. on Sunday the 20th of May,
please.
So that’s a table for two at 18.30 p.m. on Sunday the 20 th of May. What name is it,
please?
We open from Monday to Saturday.

2. Write out some ways of saying the time shown on the clocks below!

……………………………………………….... ……………………………………………… ………………………………………………..

3. Write down a spoken for of these dates!

a. April 5 :

b. 23 May :

c. 13th Dec :

d. 2.6.2018 :

e. 22/5 :
Receiving and seating guest
 VIDEO 2

Watch the video about greeting and seating the guests!

What do you learn from the video?

Write down the steps of greeting and seating the guests based on the video!

Standard Procedure for Greeting Guests

Sequence Things to remember

 Greet the guest immediately with a smile and make eye • Good posture
contact with them. • Good smile
 Say, "Good Morning/Good Evening, Mr/Mrs Ram", or • Eye contact
Sir/Madam, if name is not known. • Correct greeting
  Ascertain if a reservation has been made and the
number in the party.
 Escort the guests to the table and draw out chair - seat
ladies first.
 Move the chairs forward as guests seat themselves.
 Take coats, etc. from guests, if appropriate.
 Introduce yourself as the waiter/waitress who will be
looking after them for the meal. Or alternatively, if you
are the hostess, introduce the server by name.
 The action of escorting guests to their seats is called
"seating a guest" which is an important action to make
guests feel welcome and not let them wait. This is good
guest service.

Read the dialogue and practice with your pair!

W: Waiter

G: Guest

Dialogue 1

W : Good evening. Welcome to Vanilla restaurant. Do you have a reservation, sir?

G : Yes. The name is Nicholas.

W : ah yes, Mr Nicholas, a table for four in smoking?

G : yes, that’s right.

W : Can I take your coats?

G : oh yes, thank you.

W : I’ll show you to your table, sir. This way, please.

: will this be all right, sir? (Showing the table)

G : yes, this is fine. Thank you.

W : Allow me, madam. (Pulling out the chair)

: Excuse me, madam. (Placing the napkin on the guest’s lap)

: Your waiter will be with you shortly. I hope you have a good dinner.

Dialogue 2

G : A table for two in non-smoking, please. We don’t have a reservation.

W : Yes. We have a table for you madam.

: can I take your coats?

G : No, It’s alright.

W : would you mind allowing a few minutes? We’ll get the table ready for you now.

Key Vocabulary More Expressions

Verbs  “Have you got a reservation, sir?”
 Allow  “Let me show you to your table.”
 Arrive  “Could you follow me, please?”
 Attend  “Let me help you, madam.”
 Check  “Yes. There is a table available.”
 Fold  “Would you like to leave your coats
 Get (something ready) here?”
 Greet  “I hope you don’t mind waiting a few
 Pick (up) minutes.”
 Place  “Could you please wait a few
 Prepare minutes?”
 Point
 Pull (out)
 Seat
 Show
 Smile
 Wait
 welcome

Let’s Practice!

1. Complete the dialogue below between the waiter and the guests.

[ two ladies enter the restaurant. They come to the reception desk.]
W: Waiter

G: Guest

W : [greet and welcome the guest]

G : Food evening. A table for two, please.

W : [ask if they have a reservation]

G : No, we don’t.

W : [find out where they would like to sit.]

G : Non-smoking, please.

W : [tell them that a table is available. Ask them to wiat a few minutes.]

G : yes, that’s fine. We’ll wait over here.

W : [ask about their coats]

G : oh yes, thank you.

W : [10 minutes later: tell them the table and you will take them to it.]

2. Role play the above dialogue with your partner. Don’t forget to exchange roles.

3. Discuss the questions below with your partner!

1) Why is it important to make eye-contact when you speak to someone?

2) Why do most restaurant have separate smoking and non-smoking areas?
Taking beverage and food orders
 VIDEO 3
Watch the video about taking beverage and food
orders!
What do you learn from the video?

Write down the expression used by the waiter!

Order Taking Procedure

Taking the order in the restaurant is a critical task, and often the success of the meal can
depend on the order taker taking the order correctly. Care should be taken when receiving an
order to ensure that the guest's instructions and requests are understood and communicated
accurately to the kitchen or bar. Preparation - it is important to be prepared and before taking
the order, write these four essential items of information on the KOT/BOT for control purposes:
The four major component that you need to record in KOT/BOT are:
1. Table number
2. Number of covers
3. Date and time of order
4. Servers name/signature
See the example image of KOT/BOT below:

Present menu, order taking and presenting food

1. Make sure before presenting the menu that it is clean and up to date.
 You should always study the menu in advance and be familiar with all menu items.
2. Present menu
• The menu is handed (opened) to each guest, ladies first, then gentlemen, finally the host.
3. Offer the wine list to host along with food menu, for example, "You might like to look at the
wine list, Sir", using the name of the guest if you know it.
• Guests may not be familiar with all menu items and this requires that you should be able to
assist by:
• Explaining menu terms.
• Describing menu items.
• Explaining methods of cooking.
• Describing accompaniments, sauces and garnishes.
• Make suggestions and recommendations
Tip: when they have put their menus down, are look around (for you) this is usually a sign that
they are ready to order.
4. Approach table again - offer to take the order. Have duplicate (or triplicate) docket book and
pen ready.
5. Describe menu items and offer suggestions if appropriate, or requested. Be accurate when
describing items. To achieve this, you will need to know your product.
6. Identify guest menu choices: When taking the order in a clockwise direction.
This will help you to remember which dishes each guest ordered. Your restaurant should have a
standard as to which seat is the number 1 position. Starting at the number position, list the
starters, moving around the table in a clockwise direction.
7. Take order for Beverage/food – old before young-ladies first, then gentlemen, finally the host.
8. Fill out Kitchen Order Ticket/Bar Order Ticket, record menu items requested.
Group together:
• Beverage
• All starters
• All soups
• All main courses
9. Take order only as far as main course. You and coffee later.
10. Write clearly and legibly.
11. Ask guests for cooking instructions where would you like your steak cooked: rare, medium,
12. Repeat order to guests to check accuracy. Take orders for sweets relevant, for example,
"medium, or well done, sir?”
14. Take the order for wine and beverages (if applicable). This ensures drinks will be served at
correct time and temperature. Use separate BOT (bar order ticket).
15. Distribute the copies of the KOT/BOT.
• Take top copy of food/Beverage KOT (kitchen order ticket)/BOT and place food order in kitchen
& beverage order at the bar.
• Retain second copy for your record, and for making out the bill, later.
• Third copy goes to cashier (if applicable).
16. Serve the beverages first, followed by the starters, soups and main courses.
17. When guests have finished main course, present menus to see if they require any desserts or
coffees.
18. Take orders for sweets and coffee.
19. Placing Food and Beverage orders in the relevant areas.
20. Serve
Did you know? Waiting time
One of the most common complaints that guests have in restaurants concerns the amount of
time they have been kept waiting - either for service or for food or drink. Waiting time must be
kept to a reasonable minimum between courses. If guests are kept long without food or drinks,
it gives them sense of not being cared and gives the establishment a bad name. So the timing of
service is important to everyone for different reasons:
• Guests might be hungry or tired and therefore impatient to get their meal or drink.
• Food/beverage service staff want to avoid stress and allows serving time, especially if there is
more than one table to serve.
• Food production staff want to have sufficient time to cook, especially if it is an A
La Carte menu.

1. Read the dialogue!

Waiter: Good afternoon, how can I help you today?

Customer: I'd like a table for one, please.

Waiter: Right this way. Here you are.

Customer: Thank you. Can I have a menu?

Waiter: Here you are. My name's John and I'm your waiter today. Would you like to hear today's
specials?

Customer: Certainly.

Waiter: Well, our today's starter is chowder soup and today's main course is salmon and chips.
Customer: Salmon and chips? Is the fish fresh?
Waiter: Yes it is. It came straight from our own fishing vessels.

Customer: Alright, I'd like the Salmon and chips.

Waiter: Would you like to have the starter soup?

Customer: Actually, I would like to have something else.

Waiter: Why don't you try our salad? Most customers order our fresh green salad.

Customer: Okay, I want to have the fresh green salad.

Waiter: Very good. Would you like something to drink?
Customer: Oh, I'd like a pineapple juice, please.
Waiter: OK. So that's a green salad, Salmon and chips and pineapple juice.
Customer: Yes, that's right.
Waiter: Here is your food. Thank you and enjoy your lunch.
Customer: Thank you.
Waiter: Welcome to Steak and Fish Restaurant. Here are your menus.
Today's special is Roasted Steak. I'll be back to take your order in a minute.
Waiter: Are you ready to order?

Customer: I'd like a grilled salmon and a potato salad, please.

Waiter: Would you like anything to drink?

Customer: Just water, please.

Waiter: OK. So that's one grilled salmon, one potato salad and water, Is that right?

Customer: Yes. That's right

Waiter: Okay, I'll take your menus and I’ll be back with your food.

Waiter: Here is your food. Enjoy your meal.

Waiter: How was everything?

Customer: Delicious, thanks.

Waiter: Would you like anything for dessert?

Customer: No, just the bill please.

2. Role play the above dialogue with your partner using the menu below. Don’t forget to
exchange roles!

Let’s Practice!
1. What is the waiter saying to the guest? Choose from the sentences given below, and
write the number of your choice into the waiter’s speech bubbles.
[A] [B] [C]

W: 4 W: What is the main W:

ingredient in Ratatouille?
G: Yes. I’d like the
asparagus to begin with. G: G: Well done, please.

[D] [E] [F]

W: What are your W: W: Could I have an extra

specialities today? order of Ratatouille with my
main course?
G: G: I’ll have the steak. Please.
G:
 [G] [H]
W: W:
G: Yes, That’s correct. G: Yes, I am.

1. “We have some fresh asparagus from Belgium this week.”

2. “How would you like your steak done?”
3. “I’ll repeat the order: asparagus to start, steak, well-done, and an extra order of Ratatouille.
Is that right?”
4. “Are you having starter, madam?”
5. “Are you ready to order now, madam?”
6. What would you like for the main course?”
7. “Yes, of course, madam.”
8. “Tomatoes, madam, and some other vegetables.”
2. Put the frames in Exercise 4 into the correct order. Rewrite the whole dialogue in the space
below. Role-play and practise the dialogue with a partner.
Taking a Food Order
W: Waiter
G: Guest
W: Are you ready to order now, madam?
G: yes, I am.
(Continue the dialogue)
Placing Food and Drink Orders
 VIDEO 4
Watch the video about Placing Food and Drink Orders!

What do you learn from the video?

Write down the steps of greeting and seating the guests

based on the video!

THINGS TO REMEMBER

Deliver food

It’s important to embrace good manners, especially

when dealing with other people’s food. Customers will
notice and appreciate things like serving women and
children first, and serving from the left. These are good
habits to develop. When you set the plate on the table,
face the main item (the sandwich, piece of meat etc.)
towards the customer. Check that everyone is happy and
ask if you can bring anything else to the table. Offer any
refills or another round of drinks and leave the table to eat
in peace.
Fine Dining Etiquette for Servers

From customer service, to place settings and posture, there are many rules and standards
that are expected to be followed when working in a formal dining environment. Though some of
these etiquette practices may seem like common sense to some servers, such as smiling and
being polite, others may be unfamiliar to new employees who aren’t used to working at formal
restaurants or banquets. Though the rules may differentiate from place to place, these fine dining
etiquette tips should serve as a basic guideline when providing patrons with the best meal,
service, and atmosphere possible. Whether you’re serving dinner at a fine dining restaurant,
wedding reception, or upscale event, these etiquette tips will help ensure you act professionally
in any formal foodservice setting.

Types of Table Service

Depending on the event or meal being served, the

type of table service will vary. Formal dining at restaurants
will be different than at a buffet or catered wedding
reception, but all service types aim to serve patrons quickly,
efficiently, and with great care.

American - The most common style of restaurant service;

Customers first choose options from a menu, and entrees
are then cooked and plated in the kitchen before being
served. Servers should use descriptive adjectives when
explaining menu items to patrons, and have extensive
knowledge of different flavors found on the menu.
Successful servers are able to anticipate when to bring items to the table before they are
requested. When serving a la carte, guests are given a menu and can choose pre-selected items,
which works best in settings where there may be budget constraints, or when planning is
required beforehand such as weddings.
Family-Style - Guests serve themselves from large platters presented on the dinner table. Dishes
and trays are then passed from the left to the right. Servers will generally be present for the
beginning and end of the meal to set up and then clean up the table.

French - This type of service requires adequate space since food is prepared tableside for guests
on a cart called a gueridon. Cooked foods such as steak, beef wellington, or bananas foster are
prepared on a hot plate, or rechaud on the tableside cart.

Russian - This style of service is the most personalized since food is carved or garnished on a cart
beside a guest. Unlike the French style, all food is first prepared in the kitchen, and then carried
into the dining room on decorative platters. Make sure to warn guests of hot plates or beverages.

Butler - Also known as “flying serving”; Food is presented on a tray by wait staff, and the guests
helps themselves. Butler service is often associated with appetizers and hors d’ouerves at cocktail
parties or events where there is no sit-down dinner. Servers at these types of events should
continue to refill trays in the kitchen as soon as they are empty.

English - Commonly found in private dining rooms, English style service features a waiter or
waitress individually serving each guest from a large platter, starting with the host. This style
stems from English manor houses where the head of the house would do the carving, and then
servants would distribute the portions.

Table Etiquette

Setting the Table - Fine dining restaurants require a lot more attention to detail than just taking
an order and delivering food. Common side work procedures will often include arranging table
settings for the next set of patrons, polishing flatware, and folding napkins into suitable designs.
Formal dinner settings can include up to 20 pieces of dinnerware for just one guest, and with so
many plates, utensils, and glasses, it can seem confusing as to what to place where. As a general
rule of thumb, flatware is set from the outside of the dinner plate to the inside, since this follows
the progression of a formal meal.
 Table settings are always arranged for right handed people. In a clockwise direction you’ll find
the following: Wine and water glasses, spoons, knives, charger and dinner plates with the napkin
placed on top, dinner forks, bread plate and butter knife, and ending with the dessert spoon and
dessert fork. There may be additional pieces such as cups and saucers, or specialty utensils like
seafood forks depending upon the menu. Don’t be alarmed it you see up to 4 beverage
glasses for one person’s place setting. Glasses should be arranged in a diagonal or square pattern
to the right of the dinner plate, and are comprised of glasses for water, white wine, red wine, and
a champagne flute for occasions that require a toast.

It’s important to make sure the tabletop is symmetrical to create an aesthetically pleasing
backdrop for your customers to enjoy. Until employees learn where to place plates, napkins, and
cutlery, rulers can be used to measure the distance between the edge of the table and the
dinnerware, to make sure all tables in a restaurant
stay consistent.

 TIP - Always make sure tablecloths are free of

wrinkles and stains, and seams should be faced
down. Allow the same amount of overhang on each
side of the table.

 TIP - When setting the table, hold glasses by the

stem and cutlery from the middle to minimize the
appearance of finger prints.
 Serving the Table

Most upscale dinners will include 5 courses, encompassing an appetizer, soup, salad,
entree, and dessert. Many formal restaurants practice the open hand service method, which
means that a server’s arms are never to be crossed in front of a guest, and food is always served
from the guest’s left side. Plates should be rotated when
being served so the protein of a dish is facing the guest,
as opposed to a vegetable.

 TIP - When serving wine, never hold a wine glass by the

bowl, always the stem. Wine will stay cooler longer if the
heat from your hand isn’t pressing against the bowl of
the glass. Make sure to use a cloth napkin when pouring
wine to wipe the excess drips from the mouth of the
bottle.
Clearing the Table - There are some signs to gauge when
customers are done with their meals in fine dining restaurants. Napkins will be put back on the
table, and cutlery is often placed in a vertical position on top of a patron’s dinner plate. If
customers need to get up from the table to use the restroom, or make a phone call, napkins are
placed on the chair to indicate the meal is not yet finished. Removal of plates should always be
conducted from the right of the guest, as this is industry standard. For meals with multiple
courses, empty glasses and plates should be cleared prior the arrival of the next course.

Important Tips to Remember:

 Ladies are always served first

 Never eat, drink, or chew gum in front of guests

 Always exhibit proper posture- Do not slouch, cross your arms, or leave your hands in your
pockets while on service
 Press uniforms to eliminate wrinkles, creases, and make sure they are free of stains or excess
food.

 Only use employee entrances and exits during formal functions

 Do not engage in informal conversations with guests

Source: www.webstaurantstore.com