Subject
Year
: V0032 - Restaurant English
: 2009 - 2010
Introduction to the Subject,
Taking Reservation by Telephone
Meeting 1
General Competency
Students are able to use and perform English
accordingly, accurately through practice different
language functions in the real situation of hotel
context particularly in the area of food and beverage
service and production.
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3
Relevance to Other Subject
This subject is to support other subjects i.e.
Restaurant Function to enable students for the
communication at F&B service area and to prepare
the students to become skillfull in English during job
training, particularly as the restaurant staff.
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4
Relevance to Other Subject
The subject enables students to have the
competency in using appropriate English in
restaurant context, within a formal language.
After the completion of the course, students are
expected to be competent to communicate in
English as restaurant staff and have the knowledge
when using the language functions in particular
context within a good command of English.
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5
Score Distribution
- Individual Assignment (20 %)
quiz
presentation
case study
- Midterm Test (30 %)
- Final Test (50 %)
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6
Class General Rules
•Lateness max. 15-20 minutes
•No complete uniform, do not enter the class
•Grooming
•Hygiene and sanitation
•Being active in the class affect your score
•No eating or drinking during the class
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7
Restaurant English Mind Mapping
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8
Brainstorming
1. What professions are there in a restaurant?
What are their responsibilities?
2. What are parts of a restaurant do you know?
3. What is your favorite restaurant? Why? What do
they offer?
4. When you want to eat in a restaurant, what do
you do?
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9
Reservation through Telephone
1. An arrangement to secure accommodations at a
restaurant or hotel, on a boat or plane, etc.
2. The record kept or assurance given of such an
arrangement: Sorry, the hotel has no reservation under
that name.
3. Give a definition of reservation of your own!
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10
The steps in taking reservation through telephone
1.
2.
3.
4.
Greet the caller
Identify your self
Offer an assist
Ask the reservation:
• date
• time
• name (ask to spell the name)
• number of people
• special request
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11
The steps in taking reservation through telephone
5. Check the floor chart
6. Explain the availability : accept or decline
if you decline, offer an alternative and ask for
agreement
5. Read back the reservation details
6. Ask for the contact number
7. Thank the caller and say goodbye
8. Copy all the information into reservation record
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12
Addressing guests
Whenever possible use:
Sir / Madam
or
Mr / Mrs / Ms / Title + name
When you speak to guests
Compare these examples:
Good morning, Sir
Good morning Mr. Smith
May I help you, madam
May I help you Ms. Daisy?
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13
Speaking about Time
• 8.00, 9.00 etc called sharp hours
We read it e.g. eight o’clock, nine o’clock
• How do you read:
a. 7 am b. 10 pm c. 12 am d. 12 pm ?
• A quarter (hour) = 15 minutes
8.15 read a quarter past eight / eight fifteen
9.10 read ..
In reading time, if the minutes is between 01-30 we use
the term past + the hour will be. Ex. 6.10  ten past six
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Speaking about Time
• A half (hour) = 30 minutes
8.30 read a half past eight / eight thirty
11.30 read ..
• Look at the following example:
7.30 is it alright to say it a half to eight ?
• If the minute written 31’-00’ we use the term to + the
hour will be
ex. 6.45  a quarter to seven
8.50  ten to nine
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15
Speaking about dates
• Written:
Spoken:
1 Jan
1/1
January first or
The first of January
1.1.2008
• Written:
Spoken:
31 Dec
31/12
December thirty-first or
The first of January
31.12.2008
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16