This Is Disgusting,

Takeaway My Fork Is Dirty E S P > Hotel Management > Level B1.2 Pre-Intermediate

Instructor: Date:

Learner: Regional Branch:

Program: Center:

CONTENT
•  Let’s Start! •  Let’s Explore! •  Let’s Practice! •  Extension Activity•  Target Words •  Learning Points

Let’s Start!

Learning how to Handle Complaints From Diners

Learning Outcome: Can Do Statements:

Talk about relationships and feelings in •  I can identify basic complaints in a
a range of social and work contexts. restaurant.
Understand different types of claims •  I can handle a complaint in a correct
and complaints by giving solutions to way.
the guest.
•  I can describe common problems in the
Ask your partner: kitchen.

•  How would you handle customer

complaints?
•  How do you feel about complaining?

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 This Is Disgusting,
Takeaway My Fork Is Dirty E S P > Hotel Management > Level B1.2 Pre-Intermediate

Let’s Explore!

Waiting on angry diners may be overwhelming* if you're not prepared.

*something is “overwhelmed” if it is too difficult for you to handle.

Instructions: Read the text below.

Waiter: Good evening sir, welcome. Here's the menu.
Customer: Thank you very much....All these dishes look very interesting.
Waiter: May I take your oder?
Customer: Ok... I'd like the grilled chicken with green rice.
Waiter: And what would you like to drink with it?
Customer: There are many fascinating beers in the menu; could you tell me which
beer goes best with my choice?
Waiter: Any stout will be a great choice. I'll be right back with your order, sir.
Waiter: Here you are, sir, grilled chicken with green rice, with a stout to
accompany it.
Customer: Excuse me, the fork you gave me is dirty! This is disgusting!
Waiter: Wow! Sir, I really apologize, this is very embarrassing. I'll change it right
away!
Customer: Can you tell me what kind of restaurant is this? Don't you know about
basic hygiene?
Waiter: Yes sir! I know how annoying this is to you, I guarantee this will never
happen again.
Customer: And let me tell you something else! This dish doesn't look nearly as
appealing as it did on the menu photo, which is frustrating, for I waited
more than 15 minutes for an empty table. This restaurant seems a bit
messy to me right now.
Waiter: Here, sir, a perfectly clean set of utensils for you. Is there anything else I
can do?
Customer: Well, can you tell me who's in charge? I'd like to speak to the manager,
please.
Waiter: Right away, sir.
Manager: Good evening sir, I'm the manager.
Customer: Let me tell you, the quality of your service is disappointing; if you don't
care about hygiene and the quality of the food you serve, I sure won't
come back here.
Manager: I understand, sir. I'll make sure this never happens again; your dinner is
on the house tonight. Your feedback is very encouraging, sir: I will make
sure the hygiene and food quality are outstanding from this very moment!

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 This Is Disgusting,
Takeaway My Fork Is Dirty E S P > Hotel Management > Level B1.2 Pre-Intermediate

Let’s Practice!

Patience and kindness are necessary when handling complaints!

Instructions: Match column A with column B.

COLUMN A COLUMN B

1.  I can´t believe it! a.  I wonder who is in charge of

2.  There was a client complaining about
3.  I had another client complaining
about
4.  All orders are delayed today!
5.  I was stressed and
cleaning the utensils.
b.  why a dirty fork was at his table.
c.  why the vegetables weren’t well
cooked.
d.  I wonder if it has been very messy
in the kitchen.
e.  I wonder if the client was frustrated.

Let’s Practice!

Can you tell me what we did wrong so we can fix it for you, sir?
Instructions: Select the correct answer.

1.  I can see many_______________ dishes in the menu!

a.  interesting
b.  exhausting
c.  embarrassing

2.  This is ____________ ! Can you change it, please?

a.  interesting
b.  revolving
c.  exciting

3.  Excuse me! This is _____________________!

a.  embarrassing
b.  embarrassed
c.  intelligent

4.  I don't want to feel this again, the service was ____________________.
a.  disappointing.
b.  fantastic
c.  amazing

5.  It is ______________________, but you should be more careful with the utensils.
a.  exhausting
b.  awful
c.  comforting

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 This Is Disgusting,
Takeaway My Fork Is Dirty E S P > Hotel Management > Level B1.2 Pre-Intermediate

Extension Activity

Let's create a very interesting list!

Instructions: Complete the following steps. Fill in the Self-Assessment.

Self-Assessment Yes No
a)  Write a list of at least 10 complaints 1.  I ask questions about
that you would receive as an the most common
employee on a restaurant. complaints people have
b)  Use adjectives with–ing to describe when they go to a
their feelings or opinions. restaurant.
c)  Create your own responses and 2.  I successfully express
solutions to these complaints, using feelings and emotions
the tips learned in this class people may have, using
adequate vocabulary
d)  Show your work to your peers, and
compare it with theirs, let's see if 3.  I create a list based on
there are complaints you didn't think the information
of! collected.
4.  I discuss my personal
insights and share them
with my peers.

Target Words

•  on the house (expression): free as a •  embarrassing (adjective):

courtesy from the bar or restaurant uncomfortable, that makes you feel
e.g. I'll make sure this never happens ashamed
again; your dinner is on the house e.g. Sir, I really apologize, this is very
tonight. embarrassing. I'll change it right away!

•  fork (noun): a utensil used for holding
solid food
e.g. Excuse me, the fork you gave me
is dirty! This is disgusting!
•  stout (noun): a dark, thick beer
e.g. Any stout will be a great choice.
I'll be right back with your order, sir.
•  grilled (adjective): cooked over fire or
in a grill
I'd like the Grilled Chicken and Rice.
•  appealing (adjective): attractive and
interesting
e.g. This dish doesn't look nearly as
appealing as it did on the menu photo.

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 This Is Disgusting,
Takeaway My Fork Is Dirty E S P > Hotel Management > Level B1.2 Pre-Intermediate

Learning Points

Adjectives Ending in -ing

You use adjectives with -ing to describe things, people, places or activities that cause
an emotion. These adjectives describe how something make you feel.
These adjectives are formed: verb + ing
(Present participle form)
Fascinate = Fascinating

When you use adjectives with –ing you are expressing how something or someone has
an impact on you, and you want to use a word that describes this emotion.

A fascinating restaurant makes you feel fascinated.

They come after the verb BE.

Example: This is revolting.

Or before a noun like any other adjective.

Example: Interesting dishes are a good feature.

Examples

•  I can see many interesting dishes in the menu!

•  This is revolting! Can you change it, please?

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 This Is Disgusting,
Takeaway My Fork Is Dirty E S P > Hotel Management > Level B1.2 Pre-Intermediate

Learning Points

Customer Complains about Food

Customers will complaint when the service is bad. Responding as soon as possible
appropriately is essential to save your business.

When you work in a restaurant, there are common customer complains that you have
to deal with. Here are some useful expressions to solve those complains.

Complaint Expressions to solve it

I'm terribly sorry Sir! I'll replace it
A customer has a dirty fork
straight away!
I really apologize for that! Let me
The food is overcooked
replace it with a better one.
There are not silverware or napkins on
It’s a random mistake. I apologize!
the table
I am so sorry. Your order will be in your
This is not what the customer ordered
table within the next five minutes!

Examples

•  I am really sorry!
•  I'm terribly sorry Sir. It has been a busy day at the kitchen!
•  I'll replace it straight away.