1

TABLE OF CONTENTS

TABLE OF CONTENT ................................................................................................. ii

UNIT 1RESERVATION ............................................................................................... 3

UNIT 2 SETTING TABLE ........................................................................................... 14

UNIT 3 WELCOMING And SEATING GUEST .......................................................... 27

UNIT 4 GIVING MENU ................................................................................................ 37

UNIT 5 FOOD ORDER.................................................................................................. 45

UNIT 6 SERVING GUEST ........................................................................................... 56

UNIT 7 CLEARING TABLE ........................................................................................ 67

UNIT 8 PRESENTING BILL ......................................................................................... 77

UNIT 9 HANDLING COMPLAINTS .......................................................................... 89

UNIT 10 JOB DUTY ...................................................................................................... 112

UNIT 11 GOOD WAITERS IS ..................................................................................... 116

REFERENCE

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3
 Taking Reservation

Definition

Reservation may be taken by post, by email, via internet, by telephone and in person.
Reserving a table is often the first contact that a potential customer has with the establishment
and it is therefore important to give the right impression.

Reservation in the restaurant is mostly done through a telephone form. As a waiter or

waitress, she/he has to be able to handle the guests’ reservations through telephone. Friendly,
warm and caring are the basic value that must be owned by waiter or waitress.

Table Reservations Procedure for Restaurants

Steps Expression
Greeting • Good (morning / afternoon / evening). Loan
Down Restaurant, Einstain speaking. How may I
help you?

Collecting costumer information • May I have your name, please?

• When would you like book your table?

• A table for how many person?

• Where would you like to sit?

• Would you prefer a smoking area? (Only

applicable if your restaurant has separate
smoking area / zone)

• Would you like any special request

sir/madam?

Checking reservation book • Please excuse me, (guest name), while I check
the reservations.

• Please allow me to put your call on hold, While I

check the availability.

• Just one moment, please (guest name), while I

see what we have available

Returning to the caller • I’m sorry to keep you waiting, (guest name).

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 • Sorry to keep you on hold, (guest Name)

• May I have your (mobile number), please?

Repeating the information
• May I please repeat the table reservation details,
A table for (2) (this afternoon / on Saturday, 30
august) at (3.00 p.m.) in the name of (Mr.
Coman). And your (telephone number) is
(085545876). Is that details correct?

• Your special request is outside table

Saying goodbye • Thank you very much for calling, Mr.

Coman. We look forward to seeing you then.
Have a great day ahead.

When a table is not available or where the guest wants one

• I’m afraid we don’t have a table at that time. Would (2.30) 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?

Offering an alternative

• May I help you to reserve a table at another of our restaurants instead?

• Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will be a buffet
this afternoon.

Process for reconfirming a restaurant table reservation request:

Standard reconfirmation

• Good Morning, Mrs. Lansey. This is Pierro from the Loan Down restaurant speaking.

• I would like to reconfirm your reservation for a table for 2 this afternoon at 02:00 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.

Reconfirmation of a table reservation with a special request:

• Good afternoon, Mrs. Lansey. This is Albert from the Loan Down restaurant speaking.

• I would like to reconfirm your reservation of a table for 2 this evening at 7:00 pm.

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• A birthday cake with the wording "Happy Birthday to Betty" 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

B. Language expression of taking reservation.

How can I help you”

For which day?”

What time is the reservation for?”

At what time?”

Could I have your name, please?”

Under what name?”

For how many people , sir?”

I’ll check if we have a table for you sir?”

Could you give me your contact number please?”

We look forward to see you on the fourteenth”

Exercise 1

Fill in the blank cloud by using appropriate expressions based on the steps of taking
reservation!

Answering the telephone Asking costumer reservation

request
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 Checking reservation book Confirming the reservation detail

Exercise 2

Vocabulary Section.

Please read and find the meaning of the phrases below!

1. Asking name of guest :
2. Number of guests :
3. Date reservation :
4. Time reservation :
5. Special occasion :
6. Special requirements :
7. Contact number : :

Exercise 3

Please read these following words fluently and find the definition of each words!

Order :

Booking :

Reserve :

Reservation :

Dine :

Booth :

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Appreciate :

Perhaps :

Assist :

Confirm :

Example of taking reservation dialog.

Read the following dialog and practice the dialog below with your friends!

Waiter : Hello Star Restaurant good morning. Sanches speaking,

how may I help you?

Inzagi : Hi, I would like to make a dinner reservation.

Waiter : Of course, what time will you be joining us on?

Inzagi : We will need the reservation for Tuesday night.

Waiter : What time would you like the reservation for?

Inzagi : We would prefer 7:00 or 7:30.

Waiter : How many people will you need the reservation for?

Inzagi : There will be 4 of us.

Waiter : would you kindly give me your name and your phone number
please?
Inzagi : my name is Inzagi, and my phone number is 0998828434

Waiter : Please allow me to put your call on hold mr. Inzagi, While I
check the availability

Inzagi : Yes please

Waiter : Sorry to keep you on hold, I can seat you at 7:00 on Tuesday, I'd
like to confirm the table reservation details, A table for (4) (this evening / on
Tuesday, 30 august) at (7.00 p.m.) in the name of (Mr. inzagi). And your
telephone number is (0998828434). Is that details correct?

Inzagi : Yes that right, thank you so much. I appreciate your help.

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Waiter : Thank you very much for calling Mr. Inzagi, see you on Tuesday
evening.

Exercise 4

Read and complete this following dialog by using language appropriate expression!

Brigita :(answering telephone) ?

Dovilė : I am Dovilė and I would like to make a reservation on Friday

evening, please.
Brigita : (asking about number person) ?

Dovilė : I'd like a table for four, please.

Brigita : (The table fully booked) (Giving

alternative)

Dovilė : yes that's fine thank you.

Brigita : (Asking time reservation) ?

Dovilė : I would like to serve dinner at 8:30, please. Could I have an

outside restaurant please?
Brigita :(Confirming the reservation detail).

Dovilė : Thank you.

Brigita : (Say goodbye). .

Grammar in Focus

Simple Future Tense

Definition

Simple future tense is used to talk about plans, intentions, and offering something. Usually
the decision about the future plans has already been made.

Formula:

Subject + Will + Object (+)

Subject + Will Not + Object (-)

Will + Subject + Object ? (?)

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e.g

I will make a booking for you

I will have a table for you in about 30 minutes

I will call you as soon as the table is ready for you

I will guarantee you will have table near by the window sir

Exercise 5

Please complete the following dialog by using the list of phrases below and find the
meaning of each phrase!

A : This is Shogun Restaurant. Made's speaking, may ?

B : Hello, I'd like to make a please.

A : could you please tell me what night you will ?

B : We will be coming to on Tuesday night.

A : What time will you be ?

B : Our would be 7:30, or perhaps 8:00.

A : will be in your party?

B : .

A : Please just give me , and at 7:00 on Tuesday we will have a

table for you!, is there any sir?
B : Yes, . Can we have a table in a non-smoking section?
I want to be away from the kitchen, if possible.

A : Yes of course sir we could you will get your request sir,

B : Great! is Piter.

A : Thank you, Mr. Piter, Tuesday at 7:00.

B : dinner at your restaurant. Thank you for your

help

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Be coming I look forward to having I assist you

special request First choice near by the window

dinner reservation guarantee that It's for two please

your restaurant your name see you this

How many guests dining with us My last name

Exercise 6

Please make a conversation about taking reservation with your peer based on the situation on
the frame below, and practice your dialog in front of class!

Mr. Andrew is going to make dinner reservation

for his family in your restaurant. He will reserve

the table for four person at 08.00 p.m.

.........................................................................................................................................
.........................................................................................................................................

.........................................................................................................................................
.........................................................................................................................................

Exercise 7

Please make a conversation about taking reservation with your peer based on the information
on the frame above, and practice your dialog in front of class!

Mr. Andrew is going to make dinner reservation for his

family in your restaurant. Unfortunately, He have not

reserve the table for four person at 08.00 p.m

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 SUMMARY

Language expression of taking reservation

✓ How can I help you”

✓ For which day?”
✓ What time is the reservation for?”
✓ At what time?”
✓ Could I have your name, please?”
✓ Under what name?”
✓ For how many people , sir?”
✓ I’ll check if we have a table for you sir?”
✓ Could you give me your contact number please?”
✓ We look forward to see you on the fourteenth”

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13
 SETTING TABLE

I. Definition

Table setting refers to the way to set a table with tableware such as eating utensils and
dishware for serving and eating. The arrangement for a single diner is called a place setting.
The arrangement varies across various cultures. The rules for laying a table are not rigid.
They are followed to facilitate dining and making the table neat

Each restaurant has a required table setting that must be strictly followed by each server.
Some restaurants have one table setting for their lunch menu, and a completely different one
for their dinner menu. If you usually work one shift, and are suddenly asked to work another,
it is your job to determine if there is a difference in the table setting and learn it before you
begin your shift.

In the fine dining restaurants, each member of the wait-staff is assigned to a specific group of
tables, called a station, and each station generally has a table or a cart from which they
supply linens, silver, glasses, and china. The table will also have room for bread and butter
for your station, as well as a thermos of hot coffee and a pitcher of water.

Situation of table setting

Situation of table setting refers to particular table setup matched with the time customer want
to eat, whether it is in the morning or breakfast, in the afternoon or lunch and whether it is in
the evening or dinner. Every single eat times have their own table set up.

Breakfast

Breakfast service must be quick, prompt, and cheerful. Many patrons are not morning people
and are grumpy until they've at least had their first cup of coffee, and others do not cheer up
until they have had their breakfast. All breakfast foods need to be served at the appropriate
temperature, so prompt service from the kitchen to the table is vital. Do not wait for your
guest to finish the first course of their breakfast before bringing the hot entrée.

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 1. Fresh fruit or fruit juice is usually the first course for breakfast and it is served first, with
the dishes or glasses removed before the next course, which might be cereal.

2. This course is then removed prior to bringing out the hot entrée.

3. Coffee is placed to the right of the spoons.

4. Finger bowls can sometimes be used for breakfast service. If fruit may have stained your
customer's fingers, these are served immediately after the fruit course; otherwise it is
offered at the end of the meal.

5. The check is presented face down to the right of the cover or on a clean tray.

LUNCH

Lunch guests are categorized into two groups: business people, who have a short period of
time for lunch and need to be served quickly, and the shoppers, ladies' groups, or travelers,
who have more opportunity for a leisurely lunch period. Your biggest job here is to serve
those who need to eat quickly with prompt service while not rushing the second group of
individuals.

1. Beverage is always first, usually ice water.

2. Chilled butter is placed on a cold bread and butter plate.

3. All foods are placed in the center of the cover and then removed when finished.

4. The only exceptions are the salad plates, which are placed to the left of the forks, about
two inches from the edge of the table, and the bread/rolls, which are placed to the left of
the salad plate.

5. Hot beverages are placed to the right of the cup and saucer, with creamer above the cup.

6. If dessert is ordered, crumb the table first. This means you use a small device to remove
any crumbs left from the bread or entrée that have landed on the cloth in front of your
guest.

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 7. Place dessert silver to the right of the cover, place the dessert plate in the center of the
cover.

8. Serve hot beverages as requested.

9. Remove the dessert plate when your guests are finished.

10. Serve finger bowls.

11. Lastly, present the check face down.

DINNER

Most dinner patrons are looking for a dining experience and will not be in a great hurry.
While they may not be in a hurry, it is necessary to avoid any long waits between courses,
which will annoy your guests. Be very observant without hovering.

1. Serving from the left, place the appetizer service on the center of the cover.

2. If a tray will be offered for the guest to serve himself, an empty appetizer plate must
be placed in front of him first.

3. Remove the appetizer dishes.

4. Place the soup or salad service on the center of the cover.

5. All service from a course is to be removed prior to bringing out the next course.

6. If the entrée is served on a platter, it is placed directly above the cover with serving
silver to the right.

7. A warm dinner plate is placed on the cover. Or, if the entrée is served Russian service
style, then the plated entrée is placed on the cover.

8. Salad is placed to the left of the forks when it is served with the entrée.

9. Beverages are placed to the right of the teaspoons.

10. Rolls are placed to the left of the salad plate.

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 11. If salad is served as a separate course, it will follow the main course. Place a salad
fork to the left of the cover and the salad in the center of the cover. When finished,
remove salad service.

12. Crumb the table.

13. Place silver for dessert course and place the dessert service in the center of the cover.

14. Hot beverages are placed to the right

II. The Basic Rules for Laying The Tables Are Given Below:

TABLE LINENS : Table linen has to be laid properly. A white cloth is preferred
but not mandatory.
CHARGERS : Chargers or dinner plates should be placed on the table first.
Chargers are decorative elements that are placed underneath
plates to add color or texture to the table. Each plate should
be set in the center of the place setting and each place setting
on the table should be set equidistant. The rest of the
components used to set a formal table will be set with the
dinner plate in mind. If a charger is used, soup and melon
bowls will be placed on top. The charger will generally be
removed just before the main course.

NAPKINS : Linen napkins should be folded elegantly and placed in the

center of the dinner plate.

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SILVERWARE : Silverware is to be placed in order of use. In other words, the
diner will start at the end and work his way in. The first course
will use silverware farthest from the dinner plate, while the
last course will utilize the silverware closest. Place all
silverware an inch from the table's edge.

KNIVES : Set knives on the table to the right of the dinner plate.
Technically, one should only use a knife if one is cutting
meat; however, up to three knives can be placed on the table,
in order of use. Blades should face inside, towards the table
setting.

FORKS : Forks are to be set to the left of the dinner plate in order of
use. In most cases, there are three: one each for seafood, the
main course and the salad. When dining formally, salads are
generally served at the end of the meal.

SPOONS : Spoons are set to the right of the knives in order of use. If
there is a melon course, this spoon will be set closest to the
plate with the soup spoon on the end. If there is a dessert
spoon, this will be set above the plate. Coffee spoons are set
on the saucer when it's time for dessert.

GLASSES : Glasses are set above the plate to the right in order of use.
From left to right: Water glass, red wine glass, white wine
glass, champagne flute (if ordered). 9) Dessert: Dessert plates
and coffee / tea cups will be set out after dinner. If a fork is to
be used with dessert, this will be placed on the dessert plate. A
dessert spoon should have already been set above the dinner
plate. Coffee spoons should be placed on the saucer. Coffee /
tea mugs aren't used for a formal dinner.
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III. THE FORMAL TABLE SETTING

To avoid clutter, the general rule for a any table setting is to include no more than three
utensils on either side of the dinner plate at a time. The exception is the oyster (or seafood)
fork, which may be placed to the right of the last spoon even when it is the fourth utensil to
the right of the plate. The initial table setting for a typical formal dinner should look
something like this:

SERVICE PLATE :Place the service plate in the center of the place setting.

BUTTER PLATE :A small bread plate is placed above the forks, above
and to the left of the service plate.

NAPKINS : Linen napkins should be folded elegantly and placed

in the center of the dinner plate.

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GLASSES :

❖ Water Glass. The water goblet is placed above each

guest's dinner knife. The other glasses are then
arranged around the water glass as follows:

❖ Champagne Glass. A champagne flute may be

located between the water glass and the wine
glasses.

❖ Red Wine Glass. Red wine glasses have a wider

globe and may be cupped in the palm of your hand
if you choose.

❖ White Wine Glass. The glass with the longer stem

and cylindrical globe is the white wine
glass. White wine glasses should only be held by
the stem.

❖ Sherry Glass. A small sherry glass may also be

present to the right of the wine glasses. This may
signal that sherry will be served with the soup
course

FORKS :

❖ Salad Fork. Directly to the plate's left. One (1) inch

from the plate.

❖ Dinner Fork. Left of the salad fork.

❖ Fish Fork. On the dinner fork's left.

❖ Oyster Fork. If present, on the right of the soup (or

fruit) spoon. Also known as the seafood fork. The
only fork placed on the right side of the place
setting.The fork tines are placed in the bowl of the
soup spoon with the handle at a 45-degree angle. It

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 may also be laid next to the soup spoon in a parallel
position

KNIVES : a tool, usually with a metal blade and a handle, used

for cutting and spreading food or other substances, or
as a weapon
❖ Dinner Knife. (Or meat knife if meat will be
served.) Directly to the right of the plate. One (1)
inch from the plate.

❖ Fish Knife. On the dinner knife's right.

❖ Butter Knife. On the butter plate, diagonally with

the handle toward the guest.

SPOONS : Soup Spoon and/or Fruit Spoon Right of the knives.

DESSERT SPOONS AND FORKS : A dessert fork and/or spoon may be placed
horizontally above the dinner plate. These utensils
may also be provided when dessert is served.

SALT AND PEPPER :

❖ Salt Shaker. The salt shaker is placed to the right

of the pepper shaker.

❖ Pepper Shaker. The pepper shaker is to the left of

the salt shaker, and is angled slightly above the salt
shaker.

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 ❖ Salt and Pepper Shakers. They are placed above
the cover or between two place settings.

❖ Salt Cellars. At formal affairs, salt is always

applied from a salt cellar, a method that provides
controlled use of salt. A small spoon is presented in
the salt cellar and used to sprinkle salt over food.

Finger Bowls : Finger bowls may be placed on the table at the end of
the meal. Once the table is set, the next consideration
is formal dinner service.

Exercise 1
Please answer the following question!
1. What do you know about setting table?
2. In your opinion, why the table should be set?
3. Where do you put napkin on the table setting?
4. What is the function of napkin?
5. What thing do you find on the left of the knives?
6. How many types of glasses on the formal table setting,? What are they?
7. Where do you put dinner plate?

Exercise 2

Please read and describe the meaning of the following words!

Napkin :

Fork :

Plate :

Spoon :

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Silverware :

Glasses :

Exercise 3

Read and comprehen the following statement below, give “T” if the statement true and
“F” if the statement is false!

Linen napkins should be folded randomly and placed in the right side of the dinner
plate.
Set knives on the table to the right of the dinner plate’

Forks are to be set to the right of the dinner plate in order of use

Spoons are set to the left of the dinner plate in order of use

Glasses are set above the plate to the right in order of use.

Place the service plate in the center of the place setting

Exercise 4

Find some words in the following scramble letters below and explain the position of the
word in table setting!

D I N E R P L A T E
A U X Z Y K H R G W
X Z N A P K I N L F
Y U L D Q N V T A G
U Z K F V I B L S T
S P O O N V K Z S G
K N S Z Y E F O R K
L M O J W Q A V N M

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______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

Exercise 5

Please write down any words related with table setting!

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 SUMMARY

Table setting refers to the way to set a table with tableware such as eating utensils and
dishware for serving and eating. The arrangement for a single diner is called a place setting.

Important things in table setting table!

❖ Napkin
❖ Fork
❖ Plate
❖ Spoon
❖ Silverware
❖ Glasses

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26
 WELCOMING AND SEATING GUEST

The procedure for properly seating guests in any restaurant will always start with a warm
welcome. The moment your guests walk through the door, they should be met with a smile
and a greeting. Following the greeting, you should follow this procedure:

• Greeting the guest immediately with a smile. Say, "Good Morning/Good Evening,
Mr/Mrs Ram", or Sir/Madam, if name is not known.

• Checking their reservation (if your restaurant takes reservations)

• Observing the restaurant for possible waiting times and/or free tables

• 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.

• Ask your guests to follow you to their table

• Move the chairs forward as guests seat themselves.

• 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.

Depending on the type of restaurant, you can offer to take your guests’ coats and hang them
in a specified area. This is not necessary for all establishments, but it does lend a touch of
class to your service.

After you have seated your guests, it is important to give them all the information they need,
including any specials, offers and menu changes (where applicable). You should then inform
your guests of the name of the person who will be serving them – if you are the host and not
the server – and make them feel as welcome and comfortable as possible as they wait to be
served.

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Whether you are seating guests, the most important factors to remember are to always
acknowledge the guest and approach the situation in a calm, friendly manner. While the
environment in a restaurant may be busy and frenetic, when your guests walk through the
door, they want to be met with a smile, by somebody who can answer their questions and
give them the information they need in order to have a great meal at your restaurant. If you
follow these guidelines, they will do exactly that.

Exercise 1

Please answer the following question with appropriate answers!

1. How does the waiter do firstly when seating the guest?

2. What does the waiter give after seating the guest ?

3. What are the most important things in seating the guest?

In seating guest there are some procedures that have to be considered by the waiter and
waitress:

1. Welcoming and greeting guest:

Greeting
Formal Informal
Good morning Hi
Good afternoon Hello
Good evening How’s it going?
How do you do? What’s up?
How are you? What’s new?
How’s your day going? What’s going on?
It’s nice to meet you
Pleased to meet you

Language expression

• That’s all right. May I have your name, please?

• Would you prefer the smoking or non-smoking area, (Mr. David)?
• This way please. (Take the guest to a table. Converse with the guests as you walk.)

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 • Is this table fine?
• Allow me (when pulling back a chair for the guest or when presenting a napkin).
• May I have your name, please? (How do you spell that, please?)
• This way please, Mr David. (Escort the guest to their table. Converse with them as
you walk.)
• Let me show you your table
• Could you follow me, please
• Yes, there is a table available
• Could you please wait a few minutes?
• I hope you don't mind waiting a few minute

Steps Expression
Greet and welcoming the guest Good Morning/Good Evening, Mr./Mrs.
Ram", or Sir/Madam
Checking guest reservation Do you have a reservation before,
sir/madam?

Find out where guest will sit Would you like to be seated in …….

Checking available table • How many people will you need the
reservation for?

• How many would that be in your party?

Confirming the table "Outside table is available, if you would like

to be seated immediately". (available)

I am so sorry sir, the restaurant is fully

booked. ( not available)

Giving Alternative Sir we will have table for you in about 30

minute. Would you like to wait in our bar?

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Exercise 2
Please fill in the blank cloud with appropriate expression!

Welcoming the guest Asking reservation

Find out where the guest would sit Checking available table and
confirming table

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Exercise 3

1. Please find the meaning and explain all of the following words!

Waiter :

Hostess :

Escort :

Server :

Approach :

Ascertain :

Show :

Pick :

Pull :

Allow :

Follow :

2. Please find the meaning of the phrases below into Indonesian!

Under the name :

Be seated over :

Outside table :

Inside table :

Your menus :

Just order :

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The Example of Seating Guest.

Read the following dialogue with your friends!

Host : Good evening, welcome at blue restaurant, how may I help you?

Guest : Yes I'd like to have reservation a dinner here.

Host : Do you have a reservation before, sir?

Guest : Yes I do, under the name Dana

Host : How do you spell your name, sir?

Guest : It's D - A- N - A

Host : All right Mr. Dana. Okay Mr. Dana. Would you like to have an inside table with jazz
music or outside table with our special view poll and water fountain?

Guest : I'd like to have an outside table, please

Host : Well, thank you, sir. Would you like to leave your coat here?

Guest : Yes, please. Thank you

Host : if you would please be seated over in the waiting area, while we are preparing your
table sir?

Guest : It's okay no problem

Host : Excuse me, let me show you to your table sir

Guest : Thank you

Host : Here it is your table, sir. Is that alright for you sir?

Guest : It is so good. Thank you very much

Host : I hope you are enjoying your dinner tonight. Your waiter will serve you in minute

Guest : Thank you for your nice help.

Exercise 4

Please rewrite the following dialogues with appropriate arrangement!

Waitress : Yes, Mr. Clark, our hostess will be with you in just a moment.

Clark : Our reservation is under the name of Clark at 7:00 for four people.
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Waitress : Welcome to our restaurant sir. How may I help you?

Clark : We appreciate your help

waitress : I could seat you right away at an outside table if you would like.

Clark : The patio tables look really nice. Could we be seated there, please?

Waitress : I will let her know where you are

Clark : Thanks! We'll sit out there then. We will just order our drinks out there.

Waitress : I'll get on that right away!

Clark : Yes, why don't you bring us a bottle of the house Chablis with four glasses

to start with?

Waitress : Can I start you off with some cocktails while you are looking over the menu?

Clark : We would like to begin with a cocktail while we are waiting. Would you
tell the hostess to please come and let us know when our table is ready?

Exercise 5

Complete the pictures with appropriate expression!

1 2

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 3 4

5 6

Exercise 6

Make a group consist of two and create a dialog about seating the guest. One of you

becomes a waiter/waitress and the other becomes a guest. Performed it in front of class!

34
Exercise 7

Please mention any words related to the seating guest!

SUMMARY

Language Expression

❖ Have you got a reservation, sir/madam?

❖ Let me show you to your table please
❖ Could you follow me, please?
❖ Let me help you madam
❖ Yes. There is a table available
❖ Would you like to leave your coats here?
❖ I hope you don’t mind waiting a few minutes
❖ Could you please wait a few minutes?

35
36
 GIVING MENU

Definition

The menu is the primary selling tool of any establishment that offers food and beverage for
sale. For the customer it identifies the items that are available, shows prices and any other
charges and together with other external features may characterize the style of food service
offered.

Types of Menu

A La Carte : A menu in which each food item is separately priced to give the guest
choice to suite his or her tastes and budgets. Each course has a
number of choices

Table d’ hote : It is a meal divided into a set number of courses with limited or no
choice with in these. The selling price is fixed and all dishes are
usually ready at a set time. Menus are changed daily and have the
price mentioned in bottom right hand side Corner

Wine/beverage menu : Many restaurant offer a beverage and wine menu for their customer.

37
 These menus ogren include speciality wines, teas, cofees, and
cocktails. There may even be suggestion on which wine best
accompanies a particular meal.

Du jour menu : This type of menu references a special dish for the day. The DuJoir
Menu can daily and often depends on the availability of seasonal
items. Often, the du jour dish is offered at a discount to customer.
Some restaurant also like to offer a soup du jour or soup of the day.

Dessert menu : Desssert menu offer dessert that are specific to particular restaurant.
Included in these dessert menus may be specially dessert the
restaurants are fomous for. Many steakhouses include separate dessert
menus for their guest. For example, longhorn steakhouse boasts a
gourmet key lime pie and molten laca cake on its dessert menu

LANGUAGE EXPRESSION:

“I’m your waitress this evening sir”

“I’m your waiter this evening madam”
“This is our a la carte menu, sir”
“What about you, madam ?”
“What about you, sir?”
“I’ll repeat your order, that are one nasi goreng and orange juice “
“Nasi goreng and orange juice for you sir/madam”
HOW TO SERVING MENU

1 2

INTRODUCING SELF GIVING MENU

38
3 4

ASK AN APERITIF WRITE THE GUEST’S ORDER

REPEAT THE WHOLE ORDER

EXAMPLE

Dialogue 1
Made : Execuse me, sir. May i have your attention, please?
Guest : Yes, please.
Made : Let me introduce myself, my name is Made. I’ll be your waiter for this
evening.
Guest : Can i have the menu, please?
Made : For sure, sir. Here you are, sir
Guest : I would like to order some drinks, before I have lunch. Let me have your
wine list, please.
Made : All right, sir. I will be right back with your order within 5 minutes
Guest : Ok, Thanks

39
Made : you are welcome, sir.

Dialogue 2
Lusi : Execuse me, madam. May i have your attention, please?
Guest : Yes, please.
Lusi : Let me introduce myself, my name is Lusi. I’ll be your waitress this evening.
Guest : Can i have the menu, please?
Lusi : For sure, sir. Here you are, sir. I’ll be right backk in few minute to take your
order, sir.
Guest : Thank you very much
Lusi : Would you like to have a drink before your meal, sir?
Guest : No thank you
Lusi : You are welcome,sir.

Exercise 1
Read and Translate The Following Expression Below Into Bahasa Indonesia!

I’m your waitress this evening sir :

I’m your waiter this evening madam :
This is our a la carte menu, sir :
What about you, madam ? :
What about you, sir? :
I’ll repeat your order, sir. :
Fried rice and orange juice for you sir/madam :

Exercise 2
Please describe the following terms below!
1. A la carte :
2. Table d’ hote :
3. Aperitif :
4. Du jour menu :
5. Dinner :
6. Lunch :

40
 7. Breakfast :
8. Dessert menu :

Exercise 3
Please Complete The Blank Clauds By Using Sequence Steps Of Giving Menu!

................................................................... ..................................................................
.

................................................................... ..................................................................
.

41
 ...................................................................

Exercise 4

Please create a new dialog about giving menu to your guest and practice it in front of
the class with your peer!

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

42
Exercise 5

Please mention any words related to the Menu!

SUMMARY
Language expression
“I’m your waitress this evening sir”
“I’m your waiter this evening madam”
“This is our a la carte menu, sir”
“What about you, madam ?”
“What about you, sir?”
“I’ll repeat your order, that are one nasi goreng and orange juice “
“Nasi goreng and orange juice for you sir/madam”

43
44
 FOOD ORDER
Taking order is a skillful art for any waiters in food and beverage service. After proper
greeting and seating, the waiters need to wait for the guest to order the food. There are some
procedure in order to serve food order in restaurant.

1. Welcoming the guest

•
The welcoming of the guests represents the most important step to his final
satisfaction and reflects the level and quality of the service of an establishment

• Be observant and use proper timing. Smile and make eye contact and try to
anticipate when the guest is ready to order. Guest closes the menu and then look
around the table can be indicated he/she is ready to order.

• Approach the guest table with a smile and maintain eye contact by saying " excuse
me Sir/madam may I take your order please?"

2. Suggestive selling

• Recommend your buffet to the guest by saying " may I suggest our ( according to
the meal period) breakfast buffet which consist of ….. luncheon buffet which
consist of …….dinner buffet which consist of …….

• If the guest prefers to order from the a la carte menu, advise the guest of our daily
specials or other promotion.

• Offer further suggestion accordingly by saying " excuse me Sir/Madam would you
like to have an appetizer to start with may I suggest our ……

3. Take the order

During the ordering process, note down the number of guest and items ordered in a
sequential order corresponding to the seats on your order pad. Take order from the lady
first follow by an older gentlemen or a guest and the host last.

4. Repeat the order

After all guest has ordered, repeat the order back ( from the order pad) to the guest by
saying ( in a clear, confident and polite manner): excuse me sir/madam, may I repeat your
order please, they are ……..

5. Before leaving the table

When guest has acknowledged the order, thank guest politely and collect all menu.

45
Exercise 1

Please answer questions below based on the passage above!

1. Why do we need repeat the order to the customer?

2. What is the important thing of suggestive selling?
3. In your opinion, why do we need to write guest’s order during ordering process?
4. Why do we need to take an order from the lady first than move to gentlemen
Language expression of taking order

Asking for offering order

OFFERING ORDER RESPOND

➢ Would you like something to drink while No thanks / no thank you
you look at the menu?
Yes, please give a cup of green tea
➢ May I show you our lunch menu?
Yes sure, what is the special menu here?
➢ May I take your order now, sir?
Yes of course, please give me fried rice
➢ Would you like anything to drink, sir?
No, thank you I'll need later please
➢ Would you like your coffee now or later?
Yes, Please bring one plate Manchurian
➢ What would you like to have sir? with Fried Rice

Expression in giving alternative

I am sorry sir/madam but there is no more salad, may I suggest you to

I am afraid we are out of salad, may I suggest you

Regrettably, we're currently out of filet mignon. May I suggest the porterhouse instead?

Expression in confirming the order

I'll repeat the order ……

May I repaeat your order please? They are …..

46
Example 1

Waiter : May I take your order now, sir?

Costumer : (positive) Yes, please. I'd like to Nasi Goreng with sausage toping .

Costumer : (negative) No, thank you. I'm just waiting for my friends first.

Example 2

Waitress : Would you like anything to drink, sir?

Costumer : (positive) Yes. Need a cup of cappuccino please .

Costumer : (negative) Oh No Thanks.

Example 3

Read the following dialogue with your friends!

Waitress : Good afternoon, sir. Welcome to the Coffee Shop. May I show you our
lunch menu?

Guest : Yes, please.

Waitress : Would you like something to drink while you look at the menu? Welcoming
Guest : No, thanks.

Waitress : Please take your time.

(Five minutes later)

Waitress : May I take your order now, sir? Approach The Table
Guest : Yes, I’ll have a mixed salad and a lamb chop. Which vegetables come with
the lamb chop?

Waitress : Fried potatoes, carrots, and peas.

Guest : That’ll be fine.

Waitress : Would you like anything to have appetizer or drink, sir? Suggest Guest

Guest : Yes, I’ll have a beer.

Waitress : Which kind of salad dressing do you prefer: French, Thousand Island, or
oil and vinegar?

47
Guest : Do you have blue cheese dressing?

Waitress : I’m afraid not, but I would recommend the French dressing.

Guest : Okay. I’ll try that.

Waitress : Would you like your coffee now or later?

Guest : Later, please.

Waitress : I repeat your order, a lamb chop, a mixed salad with French dressing, a glass
of beer, and a cup of coffee. Will there be anything else? Confirming Order

Guest : No, that’s all. Thanks.

Waitress : Thank you, sir. I’ll have your order in a few minutes.

Vocabulary

Pronounce the words below correctly and find meaning of those words!

Dessert : A sweet dish to eat after your meal, sometimes with coffee,
tea or sweetalcohol (liqueur)

Order ˈ :

Diner :

Lunch :

Breakfast :

à la carte :

Buffet :

Suggest :

Recommend :
Grill :

Appetizer :

48
Grammar in focus

Would like

would like is used … in ordering.

This expression, which is often contracted to "'d like", means want, though it is "softer," less
direct, and much more polite. It is followed by an infinitive or a noun

I would = I'd
Subject + would like to + infinitive
He would = He'd
Subject + would like + noun
She would = She'd
e.g
I would like to recommend avocado juice instead You would = You'd

I would like more sugar please They would = They'd

Want vs would like

I want more coffee. (rude) I'd like some more coffee please. (less direct,
more polite)

Do you want to come with us? (direct) Would you like to come with us? (less direct,
more polite)

I want to say something. (very direct) I would like to say something please. (less
direct, more polite)

Exercise 2
A. Please practice this following dialogue with your friends in front of the classroom!

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?

49
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.

Costumer : Thank you.

B. Please answer the following question based on the dialogue above!

1. What food that the costumer would like to order in the restaurant?

2. What drink that the costumer would like to order in the restaurant?

3. What dessert that the costumer would like to order after finishing the meal?

Exercises 3

Please read the following dialogue carefully and circle the appropriate word to complete
the dialogue!

Waiter : Good evening.

Customer : A (table / chair / window) for two please.

Waiter : ( I don't know / Certainly/ Good Bye). Just here, sir.

Customer : Could we sit by the window?

Waiter : I'm sorry. The window tables are all (eaten / read / reserved ).

Waiter : Are you ready to (order / drink / jump), sir?

Customer : Yes. I'll ( bring / take /have) chowder soup for starters and my wife would
like green salad.
Waiter : One (tomato soup / chowder soup / apple) and one (prawn cocktail/ green
salad/ orange). What would you like for main course?

Customer : I'll have grilled salmon and my wife would (taste / look / like ) seafood
spaghetti.

Waiter : I'm afraid grilled salmon is not available.

Customer : Oh dear. What do you (eat / recommend / say) ?

50
Waiter : The steak pie is very ( bad / good / nothing) .

Customer : OK I'll have that.

Waiter : Would you like anything to drink?

Customer : Yes, a bottle of champagne, please.

Exercise 4

Read the following dialogue carefully and complete the missing word with the
appropriate words in the column below!

Waitress :May I take , sir?

Guest :Yes, I’ll have . please.

Waitress : How your steak cooked; rare, medium, or ?

Guest : it medium, please.

Waitress : Would you like your steak with a o French fries?

Guest :I a baked potato, please.

Waitress : Would you care for a salad, sir?

Guest : Yes, I would. What ?

Waitress : We have mixed salad and tomato salad.

Guest : A mixed salad is fine.

Waitress : And what would you like to your meal?

Guest : I’d like a glass of wine.

Waitress : The wine list is on the last page of the menu, sir. a minute to
choose.

Guest : Ok thank you

51
Baked potato Your order Well done Drink with

I’d like Do you have Prefer

I’ll give you The steak Would you like

Exercise 5
Complete the blank sentences in the food order dialog with your own sentence!
Waiter : Welcome to Antico's. Here are your menus.
Customer : ?
Waiter : Yes. Today's special is grilled salmon. I'll be back to take your order in a
minute.
Few minute later
Waiter : Are you ready to order?
Customer 1 : .
Waiter : ?
Customer 1 : No thank you, we’re just going to have mains tonight.
Waiter : Ok sure, and you?
Customer 2 : I'll .
Waiter : ?
Customer 1 : I'll have a coke, please.
Waiter : And for you?
Customer 2 : Just water, please.
Waiter : OK. . I'll take your
menus.
Customers : Thank you

Exercise 6

Please make a new dialog about taking order and practice your dialog with your pair in
front of the class!

..................................................................................................................................................

..................................................................................................................................................

52
..................................................................................................................................................

..................................................................................................................................................

Exercise 7

Please create a new dialog based on the sequent picture below and write the steps of
each picture!

1. 2 3.
…………………………………………… …………………………………………… ………………………………………
…………………………………………… ……………………………………………. ………………………………………

Exercise 8

Please mention any words related to the Order?

53
 SUMMARY

LANGUAGE FOCUS

Expression In Taking Order

“Are you ready to order now?”

“Would you like to order now?”

Expression In Giving Recommendation

“We have two specialties this week. They are….”

“The specialties for this week are…… and…….”

Expression In Giving Alternatives

“I am sorry, sir, but there is no more asparagus”

“I am afraid we are out of asparagus, sir.”

“I would recommend the cucumber mousse instead”

“You may like to try the cucumber mousse instead”

Expression In Confirming The Order

“How would you like your steak done?”

“How do you want your steak done/ medium/ rare?”

“How do you like to have any extra cooked?”

“Would you like to have any extra vegetable or salad?”

54
55
 SERVING GUEST

A. Definition

Please remember that everyone can have food in their house. So, when they come to you that
means they want to get good service, have delicious food and enjoy some great times. If they
get these they will definitely come again and again and even may recomend others as well.
So serving food properly is very task to perform for each and every waiter anda waitress.

B. Procedure To Serve The Food

1. Pick up the food from the kitchen

a. After all the orders have been taken and placed in the kitchen properly, the server
in charge of the table should ensure that all required cutleries have set up and
placed on the table properly

b. Pick up food from the kitchen and bring it to the guest table . pick up hot dishes
and dessert form the cold kitchen pantry

c. Check to ensure correct orders have been picked up form the kitchen as per order
chit and ensure the following:

• Correct table number area arranged

• Correct garnishes and condiment are prepared

• Correct and clean crockery are served

• Clean covers are placed properly over the hot food

2. Approach the guest table

a. Establish eye contact and approach the guest with a smile in your face

b. Identify the food order for each guest from the order pad

3. Serving the food

56
 a. Remove the food cover using your right hand to place the food in front of the
guest and serve from the right hand side of the guest

b. Always serve children/lady first then an older gentleman or a guest and the host
last ( move clockwise around the table for serving).

c. Always announce what you are serving to guest. For example: “This is the
...........” or “ Here is the .............................” (name of the food).

d. Always serve the food according to the sequence, such as:

Appertizer Main Course Dessert

e. Make eye contact with a smile bye saying : enjoy your meal please and leave the
table

f. If the guest has finished any particular course, clear it from the right hand side of
the guest and serve the next course

g. Once the guest completed all course, take tea or coffee order and be ready for
service

POINTS TO REMEMBER!

a. Always approach the guest in a friendly and efficient manner and speak with clear
and confident tone

b. Always serve the guest from the right hand side of the guest unless it is required to
serve from the lefft side. For example:

• Guest are involved in a serious conversation

• Inadequate space for the arrangment of the table

• Serrving or removving items are placed on the left side of the guest

c. Never give hurry to a guest to complete a meal

d. Do not clear any plate untill everybody has completed the course

e. Address guests by using their name (if possible)

f. Get the guest’s name from the following sources:

• Reservation book or table plan

57
 • Ask the host person or team leader

• First introduce yourself and then ask the guest’s name directly.

C. LANGUAGE EXPRESSION

Learn The Following Expressions And Make Sure That You Can Pronouncce Correctly

Here is the .............................................................

This is your ...........................................................
Here you are ...........................................................
I’m sorry to keep your waiting sir/madam
Would you like some more bread, sir/madam
How was the steak, sir/madam
Would you like some black paper for your steak , sir/madam
I’ll be back with you in a moment, sir/madam
How was your steak, sir/madam
Please enjoy your meals, sir/madam
Ilustration Of Serving Guest

Anounced meal and open Asked guest’s opinion Waiter offers something to
food cover about the meal guest

58
 Sometimes guest asked Waiter give guest’s Asked about guest’s
something for the meal request satisfaction

Example 1

Dialog of serving meal

Waiter : I’m sorry to keep you waiting, sir

Guest :Oh, that’s fine

Waiter : Here is the checken steak with manggo sauce sir,

Guest : Thank you,

(A few minutes later)

Waiter : How about the steak sir?

Guest : It really delicious, i love it

Waiter : Is everything up to your satisfaction sir?

Guest : Could i have extra cauce please?

Waiter : Certainly sir,please wait a moment sir,

(A few minute later)

Waiter : This is your extra sauce sir, would you have anything else sir?

Guest : No ,thank you

Waiter : Please enjoy your meals sir

Guest : Okay , thank you.

59
Dialog 2

Waiter : Excusme me sir, i’m sorry to keep you waiting

Guest : No that’s okay

Waiter : Here are your salmond soup and avocado juice with coklat cream sir

Guest : Thank you

Waiter : Would you like to chilli sauce in your soup sir?

Guest : No, thank you .

Waiter : How was your salmond soup sir?

Guest : It’s so lovely i really like it

Waiter : Is everything up to your satifaction sir?

Guest : Yes thank you very much

Waiter : Have enjoy your meals sir

Guest : Thank you

Exercise 1

Read and comprehend the following statements below, give “T” if the statements are
true and “F” if the statements are false!

STATEMENT T/F

Remove the food cover using your right hand to place the food in front of the guest

Always serve the host first then an older gentleman or a guest and children/lady last

Always announce what you are serving to guest

Always serve the food according to the sequence, such as: main course, dessert,
appertizer

Make eye contact with a normal face by saying : enjoy your meal please and leave the
table

If the guest has finished any particular course, clear it from the right hand side of the
guest and serve the next course

60
Exercise 2

Please read and find the meaning of these following expression below!

I’m sorry to keep your waiting sir/madam :.................................................

Would you like some more bread, sir/madam :.................................................

How was the steak, sir/madam :.................................................

Would you like some black paper for your steak :.................................................

I’ll be back with you in a moment, sir/madam :..................................................

How was your steak, sir/madam :..................................................

Please enjoy your meals, sir/madam :..................................................

Exercise 3

Please complete the blank cloud with appropriate statements in the box!

.................................................................. ....................................................................
.................................................................. ...................................................................
...................................................

61
 ................................................................ .....................................................................
...................................................... .................................................

.................................................................. .......................................................................
.................................................................. ...............................................

Please enjoy your meals sir

I’m sorry to keep you waiting, sir

How about the soup sir?

Certainly sir,please wait a moment sir,

Here is the checken soup with extra vegetable sir

Is everything up to your satisfaction sir?

62
Exercise 4

Please comprehend the following dialogue with appropriate expression!

Waiter : I’m sorry to ..................................

Guest :Oh, that’s fine

Waiter : Here is the chicken steak with manggo sauce sir,

Guest : Thank you,

(A few minutes later)

Waiter : How about the steak sir?

Guest : ..........................................i love it

Waiter : Is everything up to...............................?

Guest : ..............................................please?

Waiter : Certainly sir,please wait a moment sir,

(A few minute later)

Waiter : This is your extra sauce sir, ........................................sir?

Guest : No ,thank you

Waiter : ............................................sir

Guest : Okay , thank you.

It really delicious,

Keep you waiting, sir

Please enjoy your meals

Would you have anything else

Your satisfaction sir

Could i have extra cauce

63
EXERCISE 5

Please create a dialog about serving guest with your friend and perform it in front of
class!

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Exercise 6

Please mention any words related to Serve the guest and tell it in front of class!

64
 SUMMARY

Language Focus

Expressions

❖ Here is the………………………………
❖ This is your……………………………..
❖ Here you are…………………………....
❖ I am sorry to keep you waiting, sir/madam
❖ How was the steak. Sir/madam?
❖ Would you like some more bread, sir/more?
❖ Would you like some black pepper for your steak, sir/ madam?
❖ I’ll be back with you in a moment, sir/madam
❖ I’ll be back with you in a moment, sir/madam
❖ How was your steak, sir/madam?
❖ Please enjoy your meals, sir/madam

65
66
 CLEARING TABLE

A. Clearing Table Procedure

➢ Be attentive to guest’s sign and respond to table even it is not your station. Keep your
head always upright, look around

➢ Approach the table only when all guest have finished their meal. Keeping the cutlery
inside is an indication of completion of meal.

➢ Clear plate form the right hand side of the guest, ladies first at all times following by
an old guest or guest and the host last.

➢ While clearing table, try not to make too much sound. Clear the table quickly but with
efficiency withour disturbing the guest and clear the table by saying with a smile:
“excusme me Mr. X may i clear your plates please?

➢ Whilist clearing empty glasses form the table, offer the guest another drink by saying
courteosly: would you lilke to have another drink, Mr. X?

➢ Check satisfaction form the guest at least once during the meal and also while clearing
by saying: “ how was the food sir?

➢ Do not take more than 5 minutes between clearing one course and serving the next
course

➢ Replace ashtrays when required

➢ Serving and clearing station quantities should be perinent to the restauran volume and
capacity

➢ Never keep the trays on the guest table to clear dishes

➢ Though keeping the cutlery on the plate is commonly used as an indication that the
customer has finished the meal, however always check with the guest to confirm
before clearing the table.

67
 ➢ Remove bread and butter setting only when the main course has finished

➢ Present the check if the guest request

Exercise 1
Please answer the following questions about serving guest!
1. Why waiters are not allowed to make a lot sound during clearing table?
2. What do waiters say when we clearing empty glass from the table?
3. What steps of clearing plate from table?
4. What should you say when you check customer’s satisfaction?
5. In your opinion as a waiter, why never keep trays on guest’s table while clearing table?
B. Ilustration of clearing table

Asked for clearing table Start with moving the Pick up the plate with
cutlery to left of plate right hand

Transfer plate to left hand Don’t forget to gripp the Put the items on the tray
cutlery firmly under the
left

68
 Clear the empty wine glass Stacking up the dishes on Brought back an empty
from plate setting the tray tray if there is anything to
be cleared

Remove salt and pepper Guest asking for the bill

shaker from centre table

FOR YOUR INFORMATION

1. Do not clear the table until all guest finished eating

(For tables of eight or more, you may start clearing when most of the guests have
finished the course)

2. Make sure the tray – stand is not directly within the guests’ view

69
SPECIAL ATTENTION

Clear the table : Remove all the dirty and used dished and cutlery form the
table
Clearing station : Dirty dishes, etc., are taken from the table and left in this area
of the restaurant. The other staff take the dishes away to be
washed.
Salt and pepper shaker : These are containers for salt and pepper, which are kept.

Stack dishes with the latgerst and

heaviest on the bottom

Scrape off food from plates as

quietly as possible

Dialog Example

Waitress : Okay, sir. Here is your rib eye. Can I get you anything else? Would you like

another glass of wine?

Customer : This looks great. No more wine for me. I’m going to switch to soda. What
kind of soft drinks do you have?
Waitress : We have coke, sprite and pepsi

Customer : Bring me a sprite please

Waitress : Okay. Coming right up

(10 minutes later)

Waitress : How was it?

Customer : The steak was great. No complaints

Waitress : Great. Can I clear your plate?

Customer : Sure

70
Waitress : Do you have any room for dessert?

Customer : No. just bring the check please.

Waitress : Okay, sir. I’ll be right back with that

Vocabulary Section

Verbs Nouns Others

Clear Bread Bottom
Continue basket Directly
Finish Butter Empty
Grip Dish Filled
Move Clearing Finally
Remove Station Firmly
Scrape Cutlery First
Stack Plate Heaviest
Study Shaker Largest
Transfer Steward Next
view Then
Unused

Exercise 1

Please find the meaning and explain the words below!

Remove :

Scrape :

Stack :

Clear :

Plate :

Dish :

Heaviest :

Largest :

Station :

Shaker :

71
Exercise 2

Read and comprehen the following statements below, give “T” if the statements are true
and “F” if the statements are false!

NO Statement T/F

1 Clear plate form the left hand side of the guest, the host first at all times
following by an old guest or guest and the ladies last.

2 Clear the table is Remove all the dirty and used dished and cutlery form the
table

3 Approach the table only when all guest have finished their meal

4 Do not take more than thirty minutes between clearing one course and serving
the next course

5 While clearing table, try not to make too much sound

6 Ignore guest’s sign and just clear table

7 Approach the table only when all guest have finished their meal

8 Check satisfaction form the guest at least once during the meal and also while
clearing by saying: “ how was the food sir?

Exercise 3

Please find the meaning of the terms below!

Present bill : Giving bill to the guest

Guest’s sign :

Transfer :

Check Satisfaction :

Course :

Capacity :

72
Whine glass :

Scrape off food :

Stacking dishes :

Exercise 4

Please mention any words related to Clearing Table!

Exercise 5

Fill in the blank statements with appropriate statements in the circle!

Waitress : Okay, sir. Here is your rib eye(1)…………………..?

(2).....................................?

Customer : This looks great. No more wine for me. I’m going to switch to

Soda (3)………………………………….?

Waitress : We have coke, sprite and pepsi

Customer : Bring me a sprite please

Waitress : Okay. Coming right up

(10 minutes later)

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Waitress : (4)…………………………?

Customer : The steak was great. No complaints

Waitress : Great (5)……………………..?

Customer : Sure

Waitress : Do you have any room for dessert?

Customer : No. just Bring the check please.

Waitress : Okay, sir. I’ll be right back with that

How was it

Can I get you anything else

What kind of soft drinks do you have

Can I clear your plate

Would you like another glass of wine

Exercise 6

Please make a dialog with your pairs about clearing table and performed it in front of
the class!

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

74
 SUMMARY

Clear the table : Remove all the dirty and used dished and cutlery form the
table

Clearng station : Dirty dishes, etc., are taken from the table and left in this area
of the restaurant. The other staff take the dishes away to be
washed.
Salt and pepper shaker : These are containers for salt and pepper, which are kept

Language Expression

How was it

Can I get you anything else

What kind of soft drinks do you have

Can I clear your plate

Would you like another glass of wine

Additional Information

1. Do not clear the table until all guest finished eating

(For tables of eight or more, you may start clearing when most of the guests have
finished the course)

2. Make sure the tray – stand is not directly within the guests’ view

75
76
 PRESENTING BILL

Definition

A bill is a written statement of money that you owe for goods or services.The bill in a

restaurant is a piece of paper on which the price of the meal that guests have just eaten is

written and which they are given before they pay. There are two types of the payment, that is,

in cash and by credit card

BASIC STEPS:

1. Gusets calls for bill

2. Waiter goes to the cashier and instructs the guest to total the check by the table
number
3. Cashier calculate and totals the guest check including service charge and hands the
check to the waiter
4. Waiter double checcks the bill and places it in the check folder
5. Waiter approaches the table and stands straight to the right of the guest and present
the bill in the folder
6. Waiter waits for the guest to examine the guest chesk.

WHEN GUEST PAY IN CASH:

1. Verify the cash tendered by the guest

2. Waiter takes bill and cash to the cashier
3. Cashier returns any change due (to the guest) with the receipt to the waiter
4. Waiter verifies the change returned by the cashier
5. Waiter gets authorized signature form manager ot his assistant (if applicable)
6. Waiter returns change, receipt to the guest

WHEN GUEST PAY BY CREDIT CARD

1. Request the guest to sign to the check and obtains the credit card
2. Waiter takes credit card and signed check to the cashier
3. Cashier checks the credit card for expiration date
4. Cashier obtains approval code
5. Cashier imprints credit card on respective voucher and the guest check
6. Cashier list the amount on the guest check on the credit card voucher and also the
guest check number

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 7. Cashier returns guest’s check, credit card and voucher to the waiter
8. Waiter present guest’ check, credit card and voucher to the guest, requesting his
signature on the credit card voucher
9. Waiter discreetly checks the guest’s signature against the signature on the back of he
credit card
10. Eaiter returns the credit card to the guest
11. Waiter gives the guest copy of the signed credit card voucher to the guest.

Exercise 1

1. Please read and translate the following sentences into bahasa indonesia!

1. Verify the cash tendered by the guest :

2. Waiter takes bill and cash to the cashier :
3. Request the guest to sign to the check :
4. Waiter takes credit card and signed check to the cashier :
5. Cashier checks the credit card for expiration date :

2. Please read the statements in the table below and give “T” if the statement is True
and “F” if the statement is False!

No Statement T/F
1 Cashier returns any change due (to the guest) by keeping receipt to the waiter
2 Waiter present guest’ check, credit card and voucher to the guest, requesting his
signature on the credit card voucher
3 Waiter signature receipt and credit card of customer
4 Waiter returns change and keep receipt
5 Request the guest to sign to the check and obtains the credit card

ILLUSTRATION STEPS OF PRESENTING BILL AT RESTAURANT

Guest asked for the Asked cashier for the Waiter make sure all
check guest’s check item were included and
correct
78
Waiter put a pen and the Put check – holder on a Waiter placed the
check in a check - holder service plate check holder in front of
the host

Put guest’s credit card

Waiter stand little Guest wish to pay by
into check holder
distance while guest credit card
check the bill

Waiter gives check – Ask guest to sign check Waiter verify guest’s
holder to cashier for signature
processing

79
 Check the similarity of Waiter returned the Waiter gives costumer’s
signature credit card to the guest copy of credit card and
the check

Sometimes guest will left Waiter say thank you , The last say goodbye
tip on the table when the guest ready to
leave

Example 1

Paying in cash

Waiter : Is everything fine with your meal?

Customer : Yes. It's very nice, thank you.

Waiter : Have you finished?

Customer : Yes, we have.

Waiter : Would you like to have a dessert or anything else?

Customer : No, we're fine thanks. We'd like the bill, please.

Waiter : Of course. I'll just go and get it for you.

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(3 minutes later: the waiter returns with the bill)

Waiter : How would you like to pay, cash or card?

Customer : in cash please

Waiter : Alright sir, Your total comes to Rp. 125.000,00 ( one hundred twenty five
thousand rupiahs)

Customer : Here you are (Rp.150.000)

Waiter : Alright sir it’s one hundred fifty thousand rupiahs, I’ll just go back and give
your Change

(A few moments later)

Waiter : It’s your change sir, it would be Rp.25.000. and it’s your receipt sir

Customer : Thank you

Waiter : Enjoy your rest of your evening sir

Customer : Thank you, bye

Waiter : Goodbye

Example 2

Waiter : Is everything fine with your meal?

Customer 2 : Yes. It's very nice, thank you.

Waiter : Have you finished?

Customer 1 : Yes, we have.

Waiter : Would you like to have a dessert?

Customer 1 : No, we're fine thanks. We'd like the bill, please.

Waiter : Of course. I'll just go and get it for you.

(3 minutes later: The waiter returns with the bill)

Waiter : Here you are.

Customer 2 : Thank you.

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3 minutes later:

Customer 2 : Could we pay, please?

Waiter : Of course, madam. How would you like to pay, cash or card?

Customer 2 : By card, please.

1 minutes later:

Waiter : That will be €65.00, please. If I can have your card, please.

Customer 2 : Here you are.

Waiter : Thank you.

1 minutes later:

Waiter : If you could sign this, please.

Customer 2 : You want me to write my signature on the piece of paper?

Waiter : Yes.

20 seconds later:

Waiter : Thank you. Here's your card and your receipt.

Customer 2 : Thank you.

Waiter : I hope you enjoyed your meal.

Customer 1 : Yes, we did. It was lovely.

Waiter : Enjoy the rest of your evening.

Customer 1 : Thank you. Bye.

Waiter : Goodbye.

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1. Process credit card : Take a certain action to make sure the card can be used.

2. Check : A statement of the money that has to bt paid for something,

also

called a bill.

3. Verify something : Make sure something is a accurate or true.

4. Tip : A special sum of money given to waiters, taxi – drivers, etc.,

for their service.
5. Change : Money returned to someone as the balance of the amount paid
for Something

LANGUAGE EXPRESSION

Sorry, sir. We don't accept credit card. You'll have to pay in cash

Could you sign here please?

Here’s your credit card, sir

Thank you, i hope you enjoyed your dessert

I hope we’ll see you again soon

Enjoy the rest of your evening

If you could sign this, please.

I’m sorry, sir/ms. Just a moment, I'll check it for you

Here is the receipt and change.

83
Vocabulary

Verbs Nouns
Examine Bill
Go Cash
Include Cashier
Pay Change
Present Check
Process Check - holder
Return Copy
Verify Credit card
Sign Customer
Asked Payment
Take Processing
Signature
Tip
Voucher

Exercise 2

Please find the definition of these following words!

Bill : A statement of the money that has to be paid for something

Cash :

Cashier :

Change :

Check :

Check – holder :

Copy :

Credit card :

Signature :

Payment :

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Exercise 3

Please fill in the uncomplete sentences with appropriate statements in the box!

Dialog 1

A: Can I have the bill, please?

B: ..............................................................

A: What's the 3 dollars for?

B: The drinks plus 10% service charge.

A: I see............................................

B: No problem.

Dialog 2

A : .....................................................................................

B : Yes, do you want to separate bills or just one single bill?

A : Separate bills.

B : .................................... It comes to 12 dollars. And yours is 10 dollars.

A : Here you are. Thank you.

Dialog 3

A : Can I have my bill, please?

B : Sure, here you are.

A : How about the service, is that included?

B : Yes. sir

A : ...............................................

B : Sorry, sir. We don't accept credit card. ..............................................

A : OK, here you are.

B : Here's your change.

A : .................................................................

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B : It came to 32 dollars

A : I gave you 40 dollars, ................................................. I think you short changed

me 3 dollars.

B : Can I see your receipt please? Oh I'm so sorry. Here's the rest of your change.

Waiter, could you please bring us the bill?

Here is your bill. It totals 18 dollars.

I'd like to pay it by credit card

Here is your bill

But you only gave me back 5 dollars

Can I pay the bill with credit card?

You'll have to pay in cash.

I'm sorry. How much was the total?

Exercise 4
Please mentions any words related to presenting bill?

86
Exercise 5

Please create a dialog with your friend about presenting bill!

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

SUMMARY

Language Expression

❖ Sorry, sir. We don't accept credit card. You'll have to pay in cash
❖ Could you sign here please?
❖ Here’s your credit card, sir
❖ Thank you, i hope you enjoyed your dessert
❖ I hope we’ll see you again soon
❖ Enjoy the rest of your evening
❖ If you could sign this, please.
❖ I’m sorry, sir/ms. Just a moment, I'll check it for you
❖ Here is the receipt and change.
Vocabulary

❖ Process
❖ Check
❖ Verify
❖ Tip

87
88
 HANDLING COMPLAINTS

A. Definition

The customer is complaining about everything that did not go the way they expected.
Customer complaints can be unjustifiable, but we recommend that you check what occurred.
It is preferable that you put yourself in customer’s shoes in order to understand their
complaints better since your perceptions are not the same

Understand few common reasons for ‘Why Guest complaints?’

• Unfriendly staff or lack of a warm greeting.

• Pushy servers.
• Excuses by the servers.
• Lack of courtesy by servers.
• Unhelpful attitudes of servers.
• Overly friendly servers.
• Not giving enough responses to guest requests.
• When the servers are not available to take requests. And guest has to wait for servers
to return to the table.
• Food not been delivered on time.
• Unhygienic cutleries and crockery used.
• Unacceptable noise levels.
• Cramped dining area.
• Non responsive attitude of management for complaints etc

B. Handling customer complaints in 8 steps:

1. Apologize and be sorry – the first step is to apologize and be truly sorry for what
happened. You must not belittle the complaint since this humiliates the customer and
sends them a message that they’re lying.
2. Listen – when they are speaking, attention needs to be directed towards the customer.
Stop doing what you’re doing (sends a message that nothing will distract you from

89
 solving the problem). Let the customer finish with presenting their problem and don’t
make premature conclusions.
3. Take notes – while the customer is presenting the problem, don’t interrupt but take
notes of what they’re saying since this will later help you in responding and offering a
solution (sends a message that the problem will be dealt with seriously and
systematically).
4. Repeat the problem – when the customer is finished, briefly repeat the problem to
make sure you have understood it correctly.
5. Offer a solution – if possible, offer a solution right away, two realistic options,
without giving false promises or exaggerating. If not possible, give a firm promise
that everything will be done to solve the problem in a satisfactory manner.
6. Apologize and thank the customer – the conversation must end with a repeat
apology and a thank you to the customer for warning you about the problem. This
sends a message that the customer’s opinion is appreciated.
7. Report to your superior – next step is reporting to your superior, agreeing about the
solution, making a decision and following its progress.
8. Report to the customer – as the final step, you must inform the customer about what
was done to solve the problem, instead of giving that task to a colleague. This sends a
message that you took the problem seriously and personally made sure it was solved.
This is personalized service.

Exercise 1
Please answer the questions below and discuss it with your friends!
1. In your opinion, why as a waiter we are not allowed to interrupt while guest presenting
the problems?
2. In your opinion, why we need to briefly repeat customer’s problems?
3. As a good waiter. Why we have to give a firm promise to the customer related with the
problems?
4. Why do we need to repeat an apology to customer in the end of conversation?
5. Based on your opinion, why we have to inform the customer about problem solving as
soon as possible?

90
Do Not! Have to do

1. listen attentively( eye-

6. Get upset or angry
contact; bend to speaker’s
7. Internet the guest level
8. Blame others for the 2. apologize
problem 3. ask question to find out the
9. Blame the guest facts
10. Argue with the guest 4. find solution
5. get the guest’s agreement to
11. Justify the situation
the solution
6. solve the problem

For Your Information

Have a hard time : Find your self in a different situation

Deal with complaints : Try to find a solution to certain problem

Interupt someone : Start speaking before the other person can finish what he is

saying

Ask for agreement : Ask if the person accepts something

Blame : Say that someone has done something wrong

Justify : Give reason to show that something or somebody is right

C. LANGUAGE EXPRESSION in HANDLING COMPLAINT

I’m sorry, sir , but your name is no in the reservation record

Do you remember when you made the reservation?

I’m affraid all our tables are full at the moment

Would you like have a drink at the bar sir?

Could i ger your another steak or would you like something else?

91
Getting Attention Expressing opinion

• Excuse me… • I’m afraid there’s a

• Pardon me… problem…
• I have a complaint… • I’m angry about…
• Sorry to bother you but… • I’m really not happy…
• I’m sorry to say… • There’s a slight problem
• I do apologize with…

Example 1

The steps of handling complaint

Guest Asked About Apologized did not find Listen carefully about
Their Reservation reservation complaint

Waitress find out the Guest insist on a table,

Offer possible solution to
fact waitress explains the
the guest
situation

92
 FOR YOUR INFORMATION

“BLAST” WAY

Believe. Don’t let pride cloud your thoughts

or confuse your goals. Believe the guest and
the guest’s perception.

Listen. Allow the guest to tell you

everything. Ask questions and make eye
contact.
Guest accept the solution
offered Apologize. Be genuine and sincere in
apologizing to the guest for the less-than-
perfect experience. Remember that the guest
perception is his or her reality.

Solve. Be calm, take charge, and own the

problem. Fix the problem area, but avoid
trying to “buy” the guest’s happiness. Make
sure the way you resolve the issue leaves the
guest happy and with the intent to return
soon.

Thank. Sincerely thank the guest for

bringing the issue to your attention and
giving you an opportunity to resolve it

Example 2

Step of handling complaint about food.

Guest call waiter to Listening guest’s Waiter apologized

complaint complaint about food

93
 Waiter offers to replace Asked for guest’s Tell the chef about the
the steak agreement to the solution problem

Give a new steak and

apologized once again

Example 3

Dialog of handling complaint.

Waiter : These are your orders Sir, a chicken steak with mushroom sauce and a

glass of avocado juice.

Guest : Excuse me, waiter.

Waiter : Yes, Sir. What can I do for you?

Guest : I am sorry but this is not like what I have ordered. Would you mind telling

me who’s the chef?

94
Waiter : I am so sorry Sir. Is there any problem with your order?

Guest : Yeah. I think there is something wrong about the food. Do you still

remember what I’ve ordered?

Waiter : Okay Sir, let me repeat your order. You ordered a chicken steak with

mushroom sauce and a glass of avocado juice.

Guest : Yes, but as you can see, I ordered a chicken steak with mushroom sauce

but that is a black pepper sauce and also the chicken is not well-cooked.

Waiter : I really apologize for this inconvenience Sir. Allow me to get you the new

one.

Guest : That’s alright. This restaurant has been running for so long, I just don’t

expect that such things happen here.

Waiter : I’m sorry Sir. I apologize on behalf of my chef.

Guest : Okay, no problem. Just make sure that such things will not happen again.

Waiter : Alright Sir. Thank you for your kindness.

Guest : I would appreciate if you can replace it with the new one

Waiter : Absolutely Sir, please wait a moment.

Guest : Ok, thanks.

Waiter : You are welcome Sir.

Exercise 2

Please answer the following questions based on the dialog above!

1. Why the guest complaint to the waiter?

2. What does the waiter do in handling the complaint?

3. What does the waiter say when the guest complaints?

95
Exercise 3

Please find the definition of these following terms!

Chef : A professional cook, typically the chief cook in a restaurant or hotel

Agreement :

Bar :

Complaint :

Solution :

Apologized :

Fact :

Raw :

Overcook :

Exercise 4

Please complete conversations 1 and 2 by using the list of statements in the box!

Dialog 1

Guest : I’d like a table for four, please

Waiter : (1)................................................., we have no more tables now

Guest : (2).............................................................

Waiter : Could i know your name please?

Guest : Marria, M – A – R – R – I – A.

Waiter : (3) .................................................................................

Guest : But i called two days ago

Waiter : Sorry, i can’t help you,(4).................................... But if you want to wait for

about 30 minute i can give you a table

Guest : Oke i’ll be waiting for it

Waiter : (5).......................................................................................

96
Dialog 2

Guest : Excuse me, waiter

Waiter : (6)......................................................

Guest : This meat is very spicy, this not what i’ve ordered

Waiter : (7)...................................................., your order is betutu with no extra spicy

Guest : yes but this meat is so spicy and this not my order

Waiter : I really apologize for this inconvenience Sir.(8)................................................

Guest : yes please , but please make it quickly.

But i have a reservation

Your name is not on the reservatio list, madam

Yes sir, what can i do for you sir?

Allow me to get you the new one.

I’m so sorry, the restaurant is full

We are fully booked tonight

I’m sorry sir, let me repeat your order

You can drink in our bar while you are waiting.

Exercise 5

Please complete the serial pictures below with appropriate expression!

1.....................................

2 2.....................................
.
1
97
 3.....................................

4
<
4.....................................

5.....................................

6 6.....................................

I’ll change it for you

I’ll check it for you again

I’ll bring it to you right away

I’ll get you the new steak

I’ll get you another glass

I’ll inform the chef to get you the new soup

98
Exercise 6

Please create a dialog about handling complaint with your pair and practice it in front
of the class!

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

______________________________________________________________________

Exercise 7

Please mentions any words related to complaints!

99
 SUMMARY

Language Expression

I’m sorry, sir , but your name is no in the reservation record

Do you remember when you made the reservation?

I’m affraid all our tables are full at the moment

Would you like have a drink at the bar sir?

Could i ger your another steak or would you like something else?

Getting Attention Expressing opinion

• Excuse me… • I’m afraid there’s a
• Pardon me… problem…
• I have a complaint… • I’m angry about…
• Sorry to bother you but… • I’m really not happy…
• I’m sorry to say… • There’s a slight problem
• I do apologize with…

100
101
 LET’S WORK

Hospitality Industry

Hospitality job industry is one of the job industries that have good prospect in the
world. It is because this guaranty people have better income quickly. People can start
their career quickly and with little previous experience or dream about exploring the globe
while earning a competitive income. In order to enter this industry people have to pass some
steps such as interview and cover letter.

A. INTERVIEW

Interviewing for a waitress interview is similar to that of a regular interview. The primary

difference is that waitress interview would look more like an audition where the candidate

needs to show his cooking and serving style.

Apart from showcasing your waitress skills, you should also be able to have a good

personality that can be seen through your body language. Some of the tips that you need to

follow are:

❖ Right attire
❖ Proper attitude
❖ Should be able to switch your skills
❖ Need to be flexible
❖ Have a good work experience/history

How to Nail an Interview for a Waiters:

Earnings from the waitress will be good. So, getting a job in a bar or restaurant as a waitress

might not be a cakewalk for you as there will be a lot of competition. You need to have a

clear mindset while attending a waitress interview to ensure that you get the job you are

passionate about. Some of the top things that you should keep in mind are

102
 ❖ Effective communication
❖ Showcase your exceptional skills
❖ Be honest
❖ Tell about your work experience

Waitress Interview Outfit:

When you are attending a waitress interview your attire plays a key role. No matter what kind

of interview you are attending, never enter the interview room without a proper outfit.

Ensure you dress in a professional way before attending an interview. Right outfits will give

you enough confidence and leave a good impression about you to the interviewer.

Interview Outfit Tips:

❖ Always wear professional attire

❖ Right type of accessories (like watch)
❖ Proper footwear
❖ Minimal make up

Expression And Questions

In order to work as a waiter/waitress in a hotel industry, you need to pass the interview
section. Here are few commonly asked interview question and answer while hiring
waiter/waitress.

Question Answer
Tell me something about yourself Your general information and your ability in
handling the customer. You may also say
positive things about your self
What do you know about waiter/waitress The job and responsibilities of a
waiter/waitress
What position are you applying at? The description of position that you want to
apply
What brings you to work in this role The reason why you want to take the job
What is your strength and weakness? The explanation about your positive trait and
negative trait which you already have solution

103

Where do you see yourself in 5 years?
How did you hear about this position?
Are you ready to work for extra hours
Are you a team player
for
Your future plan
The source that leads you to the job opening
Positive answer to show that you are willing
to work more for company
Your experience in working within a team

Exercise 1

Based on the explanation on the table above, sit with your pair and discuss the suitable
expression that you use to answer each of the questions! Write your answer in the
following worksheet!

Question Answer
Tell me something about yourself

What do you know about waiter/waitress

What position are you applying at?

What brings you to work in this role

What is your strength and weakness?

Where do you see yourself in 5 years?

104
How did you hear about this position?

Are you ready to work for extra hours

Are you a team player

Example 1

Read the following dialogue below and practice it with your friends!

Dialog 1

Interview : Good afternoon

Made : Good afternoon sir

Interviewer : Please sit down. Did you find our offices all right?

Made : Yes, Sir. I’ve passed this building before

Interviewer : Right. Well, I can see from your cv that you have quite good education
background in hospitality. You seem like a very sociable person as well
Made : Thank you sir. I am a very outgoing person and I am not afraid to take
initiative.
Interviewer : Well, that’s exactly the kind of person we need. Why do you want to apply
here?
Made : I think this place will be a great place for me to learn more from the expert
and gain more experiences. I have some experience before as you can see
from my CV.
Interviewer : Okay, as you know we need someone for at least three hours, three evenings
a week. Will you able to cope with this and your schoolwork as well?

105
Made : I am confident that can do that

Interviewer : Right, then. Shall we give you trial period of say …. Two weeks? If you’d
like to come with me I’ll introduce you to my manager who will show around
Made : Yes, and thank you very much

Dialogue 2
Interviewer : Hi nice to meet you
Putu : Yes, nice to meet you too.
Interviewer : Welcome to our company. I have read your CV and to be honest I am
interested in hiring you. So what makes you want to work here?
Putu : I have been working as a waitress in X restaurant for 2 years. Sadly, I have to
resign from my previous job because of personal reason.
Interviewer : But that restaurant is a very good place isn’t it?
Putu : yes. It was very great experience. The previous team helped me a lot. Now I
would love to learn and grow under your supervision
Interviewer : That’s great. I think we have a position for you
Putu : I am really glad. You won’t regret hiring me, I promise

ILUSTRATION
Illustration of Job Interview

106
Vocabulary section

Interview : resume :

Position : reference :

Formal : employers :

Waiter : contact :

reliable : request :

well organized : strength :

beforehand : weakness :
hiring. :

Exercises 2
Please complete this following dialogue with appropriate expression!
Interview : Good afternoon

Made : …………………………..(1)

Interviewer : Please sit down. Did you find our offices all right?

Made : Yes, Sir …………………………………….(2)

Interviewer : Right. Well, I can see from your cv that you have quite good education
background in hospitality. You seem like a very sociable person as well

Made : Thank you sir. I am a very outgoing person and …………………………(3)

Interviewer : Well, that’s exactly the kind of person we need. …………………(4)

107
Made : ………………………………………..(5)from the expert
and gain more experiences. I have some experience before as you can see
from my CV.
Interviewer : Okay, as you know we need someone for at least three hours, three evenings
a week. ……………………(6)and your schoolwork as well?
Made : ………………………………………(7)

a. I think this place will be a great place for me to learn more

b. I’ve passed this building before
c. Good afternoon sir
d. Will you able to cope with this
e. Why do you want to apply here?
f. I am confident that can do that
g. I am not afraid to take initiative.

Exercise 3
Please make a dialogue about job interview. Performed your dialogue with your friends
in front of class!

B. Cover Letter
A cover letter (also known as an application letter) is a one-page document you submit in
your job application with a resume or a CV. It contains an overview of your work experience
most relevant to the job posting. Its purpose is to introduce yourself in a personal, compelling
way so that the hiring manager wants to review your resume or CV.

5 Reasons Why You Need A Cover Letter

Although a cover letter is brief, a good one packs a punch. If you write yours well, it can:1

1. Successfully introduce you to the hiring manager

2. Make a strong case why you’d be a good fit for the job
3. Prove your desire to work at their company in particular
4. Fill in any missing data that couldn’t be included on your resume

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5. Give the hiring manager a call to action

What to Include In A CV

➢ Personal details
Such as name, address, mobile number and email address. If relevant, also include your
LinkedIn profile or blog site where employers can find out more about you.

➢ Objective
In 1 or 2 sentences, summaries and emphasize your key attributes and your intended future
career path. Your words must flow seamlessly – avoiding cliché and superfluous hyperbole

➢ Employment History & Work Experience

Place this before Education if you have been working for a while. Start with your most recent
job, detailing your experience concisely in bullet points

➢ Education & Training

Start with your most recent qualifications and work back to the ones you received at school

➢ Language proficiency
If you speak more than 1 language, this element distinguish your CV if you are applying for a
job at an international company

➢ Achievements
Include your academic/professional achievements to distinguish yourself from other
candidates

➢ Interests
Include this if relevant to the soft skills needed for the job

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Example Of Cover Letter

Example

Objective

Work
Experience

Achievements

Personal details

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Example 2

Dear Hiring Manager,

Please accept my enthusiastic application for the waiter position you recently advertised on
Monster.com. You state that Michael’s Restaurant requires a waiter with experience in the
food industry, strong customer service skills, and the ability to work under pressure. I believe
I fulfill all of these requirements and am therefore an excellent candidate for the position.

I have an extensive background in the food industry. I worked for two years at a fast-food
restaurant. During this time I gained experience in nearly every aspect of food service. I took
orders and served customers their meals, handled the cash register, and performed daily
inventory checks. As a waiter for Michael’s Restaurant, I could assist not only in taking
orders and serving customers but also in a variety of other capacities in which you might need
assistance.

I have also worked in customer service for years. As a cashier at a grocery store for two
years, I assisted as many as one hundred customers daily; I not only helped people bag
groceries and make payments, but I also offered assistance in finding obscure products and
effectively using our coupons. At Riley’s Fast Food Joint, I also interacted with dozens of
customers each day; I always made sure to provide clear and thorough answers to questions
about our meal options and the cost of items. I know I could bring this friendly, helpful
customer service to a position as a waiter at Michael’s Restaurant.

Finally, I work my best under pressure and believe I would thrive in your restaurant’s fast-
paced environment. Working at the grocery store and fast food restaurant, I grew accustomed
to serving dozens if not hundreds of people daily. Despite the crowds and long lines, I always
maintained my quality customer service. As the captain of my high school swim team, I also
learned to handle extreme pressure. For example, when a teammate was injured during a
swim meet, I coolly helped reorganize the team and put a new swimmer in his place. I was
always the one my teammates turned to in stressful situations, and I know I would be equally
cool, calm and collected as a waiter. My experience in the food industry and in customer
service, and my ability to thrive under pressure make me an excellent candidate for your
waiter position.

I have enclosed my resume and will call within the next week to see if we might arrange a
time to speak together. Thank you so much for your time and consideration.

Sincerely,

Damian Finkle
123 Elm Street
Albany, NY 12224
555-555-5555
damian.finkle@college.edu

Exercise 4

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Choose one work places below and please create an application latter (CV) based on
your choice!
a. Crystal Cruises
b. Oceania Cruises
c. Metis restaurant
d. Sarong Bali restaurant
e. Mozaic Ubud restaurant

Exercise 5
Please write any words relating to job interview !

Exercise 3

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 SUMMARY
Vocabulary

Interview
Position
Formal
Waiter
Reliable
Well organized
Beforehand

INTERVIEW TIPS
❖ Right attire What to include in a CV
❖ Proper attitude
❖ Should be able to switch your skills ➢ Personal details
❖ Need to be flexible
➢ Objective
❖ Have a good work experience/history
➢ Employment History &
Work Experience
➢ Education & Training
➢ Language proficiency
➢ Achievements

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114
 BEING FRIENDLY AND HELPFUL

A Good Waiter is?

A waiter must be an awesome person. When serve the guest, having good attitude and polite
is the main basic. It will give great impression to the guest. Being a waiter and directly
contact with guest is a very significant role. When the waiter have good relationship with the
guest, it will be good for the run of the service. There some factors that makes an awesome
waiter. Keep in mind that there’s always an exception to the rule, but these are qualities found
in most good waiters.

• Stress Management
Waiters are service employee and restaurants are often very fast – paced work environment
where your job is to serve customers. Constant movement, loud conversation and noises and
the perpetual process of taking orders, delivering food and drinks, and taking payment can
wear on you. Waiters need to have a good ability to deal with the hustle and bustle with a
positives attitude to deliver good customer service.

• People – Oriented
If you don’t like people, waiting is not for you .waiters need a service orientation and strong
communication skills to succeed. As a waiter, you have to immediately present a friendly and
upbeat attitude, communicate specials, make menu recommendation and listen well to
costumer orders. You also have to deal with customer complaints and needs. In some
restaurant, you work multiple tables at a time and are constantly being asked for more drinks,
food, the check or other item. Maintaining a customer – first approach helps you keep your
focus on service goals.

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 • Quick Thinker

Waiter needs the ability to think through problems or unexpected situations and do so quickly
in a fast – paced restaurant. If a customer orders something that the kitchen runs out of, he
needs to make a recommendation of something similar or ask some question to suggest an
appropriate alternative. Recognizing when customer need plate cleared or drinks refilled
without being asked is important as well.

• Knowledgeable
Waiter is the face of a restaurant to their customer. You not only provide service, you
represent the menu, the food and other products your business makes money on. Knowing the
menu and the specialties that make your restaurant distinct are essential. If your restaurant
makes bread from scratch, highlight that for customer right away. Knowing of ingredients to
help customer avoid allergies and be able to explain how food is prepared if asked. Good
waiter tries the foods on the menu to make honest recommendation to customers. Over time,
knowing your menu and getting used to what regular customers want is how you build
retention and develop good tip income streams

• Concentration on Details
One of the most important qualities of a good waiter is being able to concentrate on the
details. These include the minor details that are usually ignored by many people. The
importance of this is that some customers like their orders to be very specific. If you do not
bring the specific thing that the customer had ordered you will definitely upset the customer.
You might be wondering how to concentrate on the fine details. The solution is easy where
you just need to ensure you listen to your customers carefully. You can even ask questions
in case you find something that is not clear.

• Accommodating

As a waiter you will be serving people from different backgrounds who have different views.
This is crazy but you cannot choose the customers who come to the place you work. You will
need to accommodate all kinds of customers and ensure you serve them deli gently.

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Exercise 1

Please answer the following questions with appropriate answer!

1. Why waiters must be an awesome person?

2. Why waiters need to have stress management in working?
3. What is the meaning of quick thinker? Why do waiters need that skill?
4. Why do waiters need to have well knowledge about menu and specialties’ restaurant?
5. In your opinion, why waiters need good relationship with customer?

HOW TO GET BEST TIPS AS A GOOD WAITER

Remember you are there to serve the customer.

As a server, in order to get big fat tips the first thing that we must remember is that we are
there to serve. Let the needs of the customer guide you through your table service. Do what
they need and ask and you will be rewarded handsomely?

Be quick.

Speed is essential to get good tips. The faster we can fulfill the wish of a guest, the happier
they will be, and that's what it's all about isn't it? Making our guests happy? Yes it is! If they
ask for something, do it immediately. Drop whatever it is you are doing and reply to the
request. Do not worry that your bladder is full to aching and you have not had time to go to
the restroom for six hours. If table seven demands more bread, do it right away! Your wallet
will thank you later.

Always smile.

Customers need to think you are enjoying waiting on them. It is important that you hide any
disdain you may have for them because it will surely affect your tip. Plaster a big fake smile
on your face and keep it there the whole time you are wearing your apron. You might want to
try putting Vaseline on your teeth because it will remind you to keep that happy expression.

Write down your order.

Customers tend to think that we servers are ignorant and incapable of doing anything else
with our lives, despite many of us having advanced college degrees. If you write down the
order, the guest will have confidence that their order will come out the way they wanted it.
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Even if they only ask for a house salad with ranch dressing, at least pretend to write it down
on your pad. Simply scribble a note or a doodle or maybe even something like, "Oh man, this
guy thinks I'm stupid." The customer will see you diligently writing in your pad and take note
of it.

Never disagree with your customer.

The customer is always right in every single possible situation known to mankind and cannot
ever under any circumstances ever in a million years be wrong. It just is not possible. If they
tell you that their food took 45 minutes to get to them and you know that it only took 18
because you can look at the computer to see when you rang it in, just nod your head, smile
and agree. Apologize for being such a poor wretch of a human being and then offer them a
complimentary dessert

Do not touch the guests.

You should never touch your guest. Even though there are studies that have shown that by
gently touching a customer on the shoulder when giving them their change and thanking them
they will give you a slightly higher tip. Do not do it. In this day and age, someone can easily
misconstrue that touch as something inappropriate.

On the other hand, if a customer touches you, let them, if it is something you are comfortable
with. Simply laugh and say "what can I get you?" If you show that you did not like a perfect
stranger getting into your personal space, they may find that reason enough to give you less
of a tip and we do not want that. However, depending on the nature of the touch, you may
find that it is not worth the extra tip. Your call.

Remember tipping is subjective.

If you follow all of these steps, there should be no reason that you won't receive a 20% from
your table. Tipping is subjective though, so don't be surprised if instead of a monetary tip you
receive a verbal one like, "You were the best waiter I have ever had!" or "I want to write a
letter to your manager about how great you were!" These are called "lip tips."

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Exercise 2

Please answer these following questions with appropriate answer!

1. Why speed in serving guest is an essential thing in getting tips?

2. Can we disagree to the customer? Why?
3. Why we have to always smile and hide any disdain waiters have?
4. Why do you think write any customers’ order can increase the opportunity in getting tips?
5. What should we say when customer touches the waiter?
Exercise 3

Please read the following statements in the table and give checklist mark in “T” if it is
true and give checklist “F” if it is false statement!

No Statements T F
1 Waiters may touch the customer to show proximity

2 As a waiter we can move slowly as long as the job can be handled

3 Waiters need to have a good ability to deal with the hustle

Waiters only need to serve customer without knowing any menu and
4
specialties’ restaurant
5 Waiter needs the ability to think through problems or unexpected situations

6 If a customer touches you, do not let them

7 It is important that you hide any disdain you may have for them
When you write the order, the guest will have confidence that their order
8
will come out the way they wanted it
Knowing your menu and getting used to what regular customers want
9
cannot build retention
10 Waiter is the face of a restaurant to their customer

Exercise 4

Please find the meaning of any words below!

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Attitude :

Unexpected :

Environment :

Management :

Thinker :

Disdain :

Knowledgeable :

Confidence :

Exercise 5

Please write down a paragraph of the criteria of good waiter based on your opinion!

___________________________________________________________

___________________________________________________________

___________________________________________________________

___________________________________________________________

___________________________________________________________

Exercise 6

Please write a paragraph about the important of tip for you and discus it with your
friends!

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

SUMMARY

Good waiters
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 • Stress Management
• Concentration on Details
• Accommodating
• Knowledgeable
• Quick Thinker
Remember tipping is subjective.

If you follow all of these steps, there should be no reason that you won't receive a 20% from
your table. Tipping is subjective though, so don't be surprised if instead of a monetary tip you
receive a verbal one like, "You were the best waiter I have ever had!" or "I want to write a
letter to your manager about how great you were!" These are called "lip tips."

121
 REFERENCES

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.https://www.etiquettescholar.com/dining_etiquette/table_setting.html

Enotes.(2019).Types of Menu. Retrieved on august 2019 at www.enotes.com/homework-

help/what-six-main-types-restaurant-menus-one-them-167253

Forketers.(2017).10 Must Have Qualities to be a Great Waiter .Retrieved on august 2019 at

www.forketers.com/10-must-have-qualities-to-be-a-great-waiter/

Hetman.(2019).Get To Know All About Food, Beverages And The Hospitality Industry.
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Hospitality School.(2018).How To Serve Food At Hotel And Restaurant. Retrieved on august

2019 at.www.hospitality-school.com/how-serve-food-hotel-restaurant/

Hospitality School.(2018).Waiter And Guest English Dialogue. Retrieved on august 2019 at

www.hospitality-school.com/waiter-guest-english-dialogue/

Hospitality School.(2018).How To Present Bill To Guests. Retrieved on august 2019 at

www.hospitality-school.com/how-present-bill-guest-restaurant/

Kokemuller, Neil.(2018).The Qualities Of A Waiters. Retrieved on august 2019 at

work.chron.com/qualities-waiter-8055.html

Tutorials Point.(2019).F&B services – TYPES OF MENU. Retrieved on august 2019 at

www.tutorialspoint.com/food_and_beverage_services/food_and_beverage_services_ty
pes_of_service.htm

Universal class.(2019).Types of Service and Table Settings in Waiter and Waitress Training.
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