Meeting 5

Bahasa Inggris Hospitality 2

Handling Complaint at Restauant

STUDY THE FOLLOWING VOCABULARIES TO GUIDE YOU FOR THE NEXT DISCUSSIONS

ADJECTIVE NOUN VERB

Rare Food Come
Medium well Glass Report
Well done Steak Bring
Over-cooked Cuttlery Deliver
Brown Fork Order
Red Spoon Cook
Raw Wine Serve
Rude Drink Take
Impolite Carrot Call
Dissatisfied Potato Apoligize
Expensive Fly Ask
Drity Sugar Talk
Hygine Sauce Give
Thick Plate Change
Thin Bawl Wait
Salt Napkin Provide
Unfriendly Knife Make

What are the guests commonly complaining about?

A. Complaint of service:
 Greeting Inappropriately
 Waiting too long / Slow service
 Over Familliarity (Hi Guyz, Hello Bro, For sure Dude, Of course Honey...)
 Impolite Behaviour
 Sloppy appearance / Poor dressed
 Touching top of Glasses

B. Complaint of Food:
 The food served
is different from the ordered one (wrong food)
 Uncooked food
 Dangerous food (the food harm for your health).
 Incorrect temperature of food
 Removing plates / glasses before guest finish.
LANGUAGE EXPRESSIONS
A. FOR GUESTS / CUSTOMERS
Some phrases in complaining:
1) Excuse me...
2) I'm sorry to say but....
3) Pardon me, I'm not really happy with.....
4) I'd like to place a complaint...

 Complaints of Food:
a. I ordered a Rare steak but this one is well-done.
b. I don't think the carrot is fried well
c. The Sauce is too spicy, I told you I don't like spicy one.
d. The Juice is too sweet, I ordered without sugar.
e. I don't eat duck, you served me the wrong food.
f. The soup is cold, I asked the hot one.
 Complaints of Service:
a. The service is too slow. I'd like to speak to the manager
b. You all are too busy to look at me while I'm talking
c. It's very bad standard to touch the top of the glasses.
d. I've been waiting for almost 25 minutes and you come with a wrong food.

WHAT SHOULD YOU DO?

B. FOR WAITER/ESS
1. Listening, emphatizing & take a note:
a. I can appreciate that Miss
b. I see your point sir / ma'am

2. Apologizing:
a. We're deeply sorry for your inconvenience sir.
b. Please accept our apologies
c. We're deeply sorry for that Ma'am

3. Offering solution (Taking Action):

a. We're going to change the food right away and you will get it for free sir.
b. I will let my Manager know this case
c. We promise you it will never happen again ma'am.
d. I'll be right back with your food sir
. We'll be back with your food right away ma'am.
 C. PRACTICE THE FOLLOWING DIALOGUES.

Guest : Excuse me Waiter

Waiter : Yes Sir
Guest : I ordered roasted duck not a beef steak.
Waiter : We are sorry for that sir, I'll have your roasted duck right away. What about your
drink sir?
Guest : It's Fine. Just give me the food I ordered.
Waiter : We are sorry foe the inconvenience sir, We'll be rights back with your food sir.
Guest : Thank you.