English Grammar Basics: Numbers, Verbs, Pronouns

ENGLISH GRAMMAR PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 1 www.gemma-management.net NUMBERS Dalam Bahasa Inggris dikenal dengan adanya 4 macam bilangan, yaitu: Cardinal numbers Ordinal numbers Multivicative number Fractions • • • • bilangan biasa bilangan bertingkat kelipatan pecahan Contoh: Cardinal Ordinal Multivicative 1/One 1stt/First 1x/Once 2/Two 2nd/Second 2x/Twice 3/Three 3rd/Third 3x/Three times 4/Four 4th/Fourth 4x/Four times 5/Five 5th/Fifth 5x/Five times 6/Six 6th/Sixth 6x/Six times 7/Seven 7th/Seventh 7x/Seven times 8/Eight 8th/Eight 8x/Eight times 9/Nine 9th/Ninth 9x/Nine times 10/Ten 10th/Tenth 10x/Ten times 0 : Zero 100 : One hundred 11 : Eleven 1.000 : One thousand 12 : Twelve 1.000.000 : One million 13 : Thirteen 1.000.000.000 : One billion 14 : Fourteen 30 : Thirty 40 : Forty 320 : Three hundred twenty 2.345 : Two thousand and three hundred forty-five 6.789.543 three : Six million seven hundred eighty-nine thousand five hundred forty- 37.5 : Thirty-seven point five 74.65 : Seventy-four points sixty-five PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 2 www.gemma-management.net ½ : a half 1/3 : a third ¼ : a fourth (a quarter) 2/3 : two third 2/4 : two forth 3½ : three and a half DAY, MONTH Sunday = Minggu January Monday = Senin February Tuesday = Selasa March Wednesday = Rabu April Thursday = Kamis May Friday = Jumat June Saturday = Sabtu July August September October November December October 28th, 2021 April 2nd, 1996 January 1st, 1845 TO BE Macam TO BE adalah ; am, is, are, was, were To Be digunakan dalam waktu sekarang dan waktu lampu. Dalam hubungannya dengan kalimat “ to be” digunakan sebagai berikut : PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 3 www.gemma-management.net Sekarang : I am here now We, You, They are He, She, It, Indra is Lampau : I, He, She, It, Indra was We, You, They were here yesterday VERBS Kata kerja (verb) adalah sekelompok kata yang digunakan didalam penggambaran suatu perbuatan, pengalaman, dll. Seperti; menari, menyanyi, makan, dll Dalam Bahasa Inggris ada dua bentuk dari kata kerja, yaitu : § Regular Verbs (kata kerja beraturan) adalah kata kerja yang mendapat tambahan akhiran “ed” dalam bentuk 2 dan 3 Contoh : Simple form Play Study Stop § Simple past Played Studied Stop Pas pariciple Played Studied Stop Irregular Verbs (kata kerja tidak beraturan) adalah kata kerja yang dalam bentuk 2 dan 3 mengambil bentuk lain. Contoh : Simple form See Go Write Simple past Saw Went Wrote Pas pariciple Seen Gone Wriken NOUN Menurut jenisnya kata benda dibagi menjadi dua , yaitu: § § Countable nouns : kata benda yang dapat dihitung dengan angka, misalnya: book, pen, pencil, bag, man, etc Uncountable nouns : kata benda yang tidak dapat dihitung dengan angka, misalnya: water, sugar, tea, sand, money, etc PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 4 www.gemma-management.net Menurut jumlahnya kata benda juga dibagi menjadi dua, yaitu: § Singular nouns ( kata benda tunggal ) Umumnya kata benda ini didahului oleh kata sandang “a” atau “an” khusunya untuk kata benda yang dapat dihitung dan yang belum diketahui pasti. Namun, bila benda sudah tentu, kata tambahan kata sandangnya adalah “the” Contoh : A car, an hour, the chair § Plural nouns ( kata benda jamak ) Didalam tata Bahasa Inggris menyatakan bahwa benda yang lebih dari satu, adalah sudah tergolong jamak (plural). Dan untuk membentuk benda jamak ini ada beberapa hal yang harus diperhatikan. Yaitu dengan menambhkan kata s, es, ies, ves di akhir kata bendanya. Agar lebih jelasnya pemakaian tambahan kata pembentuk jamak tersebut, maka perhatikan cara-cara perubahan kata benda tunggal menjadi kata benda jamak berikut: - Dengan tambahan kata “s” Contoh: Book books Car cars Bag bags - Dengan tambahan kata “es” Jika pada akhir kata benda berakhiran dengan kata s, x, sh, ch dan o Contoh: Volcano volcanoes Hero heroes Potato potatoes Ada pengecualian kata benda yang berakhiran “o” yang dijadikan jamak hanya menambah “s” saja; Piano pianos Radio radios Photo photos - Dengan tambahan kata “ies” Jika benda tersebut berakhiran dengan buruf (y) dan sebelum huruf (y) didahului dengan huruf mati, maka menambah kata “ies”, huruf (y) tersebut dihilangkan. Contoh: Bakery bakeries City cities Fly flies Lady ladies Tetapi kata benda yang berakhiran dengan huruf (y) dan sebelumnya huruf (y) tersebut huruf hidup, makan menambahkan kata “s” saja Contoh: PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 5 www.gemma-management.net Play Boy plays boys Dengan tambahan kata “ves” Jika kata bendanya berakhiran hurf (f) atau (fe), maka untuk membentuk jamak pada kata benda tersebut harus merubah huruf (f) atau (fe) menjadi “ves” Contoh: Half halves Life lives Knife knives - Dan ada kata benda yang berkahiran dengan huruf (f) yang tidak boleh diubah menjadi ves apabila dijadikan jamak karena pengecualian yaitu; Contoh: Proof proofs Roof roofs Irregular plural (kata benda jamak yang tidak beraturan) Kata bend aini, jika dibuat menjadi tidak lagi menambahkan s, es, ies, dan ves seperti kata benda-benda tersebut diatas. Contoh: Fish fish Deer deer Woman women Man men Child children § ADVERB Adverb (kata keterangan) adalah kata yang digunakan untuk menrangkan arti kata kerja, kata sifat dan kata keterangan lainnya. Jadi adverb menrangkan selain kata benda. Ada beberapa jenis kata keterangan utama dalam tata Bahasa Inggris, antara lain: • Adverb of time ( keterangan waktu) Menjawab pertanyaan “when” atau “what time” dan menerangkan waktu kapan sesuatu dilakukan. Misalnya: In the morning, at seven o’clock, in June, yesterday, last month, three days ago, just now, etc. • Adverb of place (keterangan tempat) Menjawab pertanyaan “where” dan menerangkan tempat dimana sesuatu terjadi atau dilakukan. Misalnya: At home, in Bali, at school, here, there, in the office, etc • Adverb of manner (keterangan perilaku) PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 6 www.gemma-management.net Menjawab pertanyaan “how” dan menerangkan cara bagaimana sesuatu dilakukan dan terjadi. Misalnya: Lazily, happily, quickly, fast, hard, beautifully, greedly, slowly, etc • Adverb of degree (keterangan tingkat) Menjawab pertanyaan “in what degree” dan menrangkan dalam tingkatan yang bagaimana cara sesuatu dilakukan. Misalnya: Little bit, rather, fairly, very quiet, extremely, absolutely, etc. • Adverb of frequency (keterangan frekuensi) Menjawab pertanyaan “how often” dan menrangkna sebera sering tidaknya sesuatu dilakukan. Misalnya: Often, frequently, usually, generally, commonly, rarely, aver, always, hardly, etc. ARTICLES Ada dua macam articles (kata sambung), yaitu : • Indefinite article Kata sandang tak tentu, yakni “a dan an” digunakan didepan kata benda tunggal yang belum kita ketahui secara pasti atau tertentu. Misalnya: I want to see a film tonight Martin has an orange • Definite article Kata sandang tertentu, yakni “the” dan digunakan didepan kata benda tunggal atau jamak yang: - Sudah pernah kita sebut sebelumnya Contoh: A man is walking slowly, a dog is following him, the man is carrying some meat, the dog is looking the meat. - Sudah kita ketahui secara pasti/tertentu Contoh: The man who repaired your car is my father, that is the boy who came to your house yesterday - Bersifat khusus Contoh: The water in this glass is dirthy (not all the water is dirthy, but only the one in this glass is!) The air in that house is not fresh PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 7 www.gemma-management.net PREPOSITIONS Preposotions atau kata depan adalah kata yang ditempatkan didepan atau sebelum kata benda untuk menerangkan posisi atau letak dari benda lain yang kita maksud. Contoh : My book is on the table My car is inside the garage My picture is above the fire place PRONOUN Pronoun adalah kata yang digunakan untuk menerangkan orang. Personal Pronoun Subject I He She It You We They Personal Pronoun Object Me Him Her It You Us Them Possessive adjecive Possessive pronoun My His Her Its Your Our Their Mine His Hers Its Yours Ours Theirs Contoh: This is my book This is mine I am a student She loves me My father believes him REFLEXIVE PRONOUN Reflexive pronoun (kata ganti refleksi) adalah kata ganti yang menunjukkan perbuatan yang ditujukan pada diri sendiri. Yang termasuk refleksive pronoun adalah: Myself Itself Yourself Ourselves Himself Yourself Herself Themselves PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 8 www.gemma-management.net DEMONSTRATIVE PRONOUN Demonstrative pronoun (kata ganti penunjuk) adalah kata ganti yang berfungsi untuk menunjukkan benda, binatang atau orang yang dimaksud atau dibicarakan. Yang termasuk dalam demonstrative pronoun adalah: This, these, that, those INTEROGATIVE PRONOUN Interogative pronoun (kata ganti tanya) adalah kata yang digunakan untuk mengajukan atau mengawali suatu pertanyaan. Yang ermasuk dalam interrogative pronoun adalah: § § § § § § § § § Who (siapa) digunakan untuk menanyakan orang sebagai subjek atau pokok kalimat. Contoh: Who teaches you English? Whom (siapa) digunakan untuk menanyakan sebagai objek atau pelengkap penderita. Contoh : Whom can you invite to the meeting? Whose (milik siapa) digunakan untuk menanyakan kepunyaan atau kepemilikan. Contoh : Whose is that? What (apa) digunakan untuk menanyakan nama, benda, pekerjaan atau jabatan yang ada. Contoh : What is your name? Which (yang mana) digunakan untuk menanyakan pilihan diantara beberapa pilihan yang ada. Contoh : Which is your book? Where (dimana) digunakan untuk menanyakan tempat. Contoh : Where are you going now? When (kapan) digunakan untuk menanyakan waktu. Contoh : When are you visit your uncle? Why (mengapa, kenapa) digunakan untuk menanyakan suatu alsan atau sebab. Contoh : Why she is crying now? How (bagaimana, denga napa) digunakan untuk menanyaan keadaan atau cara. Contoh : How do you go to school every day? PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 9 www.gemma-management.net SENTENCE Sentence (kalimat) adalah sekelompok kata yang mengungkapkan pemikiran utuh dan arti yang dapat dipahami secara umum (jelas) atau terdiri dari subject, predikat dan object. Contoh : I go to school every day. Kalimat dapat dikelompokkn menjadi beberapa bagian, yaitu : § Affirmative sentence (kalimat berita) adalah kalimat yang digunakan untuk menyampaikan suatu maksud atau berita. Contoh : She is a student They study hard every day § Interrogative sentence (kamlimat tanya) adalah kalimat yang digunakan untuk mengajukan suatu pertanyaan. Contoh : Can you help me? Do you walk to school? § Imperative sentence (kalimat perintah) adalah kalimat yang digunakan untuk menyatakan perintah, ajakan, peringatan atau larangan, perhomonan. Contoh : Keep silent, please! Please, be quiet! Stand up! § Exclamatory sentence (kalimat seru) adalah kalimat yang digunakan untuk menyatakan perasaan seseorang tentang sesuau secara spontan, misalnya perasaan gembira, kagum, sakit, jengkel, kecewa, sedih, dll Contoh : What a lovely eyes! It’s a wonderful day! PHRASE Phrases (frasa) adalah sekelompok kata yang mengandung arti tersendiri, dan frasa merupakan bagian dari sebuah kalimat. Contoh : She is a very clever student. Dalam tata Bahasa inggris, phrase dapat dibedakan menjadi beberapa jenis, yaitu: PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 10 www.gemma-management.net § Noun Phrase (frasa kata benda) Noun phras (frasa kata benda) adalah frasa yang dapat berfungsi sebagai subyek atau objek dalam sebuah kalimat. Contoh : The beautiful girl over there is my sister He is a governor of Surabaya § Verb Phrase (frasa kata kerja) Verb Phrase (frasa kata kerja) adalah frasa yang terdiri dari gabungan kata kerja bantu (auxillary verb) dengan kata kerja (verb) yang membentuk suatu bentuk (tense) tertentu. Contoh : She will go I have eaten § Adjective Phrase (frasa kata sifat) Adjective Phrase (frasa kata sifat) adalh frasa yang memiliki fungsi seperti kata sifat yaitu digunakan untuk menerangkan kata benda. Contoh : The book with the red cover is mine I see the rhino with a white sjin in the zoo § Adverb Phrase (frasa kata keterangan) Adverb phrase (frasa kata keterangan) adalah frasa yang berfungsi sebagai kata keterangan. Contoh : He runs very slowly She sleeps in the bedroom CLAUSE Clause (klausa) adalah sekelompok kata yang mengandung subyek atau predikat. Predikat di sini dapat berupa kata kerja (verb) atau bukan kata kerja (non verb), baik berupa kata sifat, kata benda, atau yang lainnya. Di dalam tata Bahasa Inggris, clause dapat dibedakan menjadi 2 yaitu: Main clause (klausa utama) dan Subordinate clause (klausa subordinat) § Main clause Main clause (klausa utama) didalam Bahasa Indonesia seringkali disebuk induk kalimat. Main clause adalah klausa yang dapat berdiri sendiri sebagai suatu kalimat sederhana serta memiliki pengertian yang lengkap Contoh : They painted the window PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 11 www.gemma-management.net § Subordinate clause Subordinate clause (klausa subordinate) dalam Bahasa Indonesia seringkali disebut anak kalimat. Subordinate clause adalah klausa yang tidak dapat berdiri sendiri sebagai suatu kalimat. Klaus aini akan memiliki pengertian yang lengkap bila digabungkan dengan main clause (induk kalimat). Contoh : He is the writer whose book you are reading. Kata whose book you are reading merupakan subordinate clause (anak kalimat). Karena kata tersebut belum memiliki pengertian yang lengkap bila digabungkan dengan main clause (induk kalimat) yaitu he is the writer. SIMPLE, COMPOUND AND COMPLEX SENTENCE Apabila ditinjau dari stuktur klausanya, kalimat dalam Bahasa Inggris dikelompokkan : § Simple Sentence (kalimat sederhana) Simple sentence (kalimat sederhana) adalah kalimat yang hanya mengandung induk kalimat saja (main clause) Contoh : They go to school I painted the door Yang menjadi ciri khusus dari simple sentence yaitu hanya mengandung satu infinitive verb (kata kerja dasar) saja. § Compound Sentence (kalimat majemuk setara) Compound sentence (kalimat mejemuk setara) adalah kalimat yang mengandung dua atau lebih induk kalimat (main clause). Pada umumnya kedua indk kalimat tersebut dihubungkan oleh coordinate conjuction (kata penghubung koordinat), misalnya and, but, or dan yang lainnya. Contoh : He is poor but he is honest Do you study in the morning or do you study in the afternoon? § Complex Sentence (kalimat majemuk bertingkat) Complex sentence (kalimat majemuk setara) adalah kalimat yang mengandung satu induk kalimat (main clause) dan satu atau beberapa anak kalimat (subordinate clause). Dan pada umumnya antara induk dengan anak kalimat dihubungkan dengan subordinate conjuction (kata penghubung subordinate) misalnya where, what, that, because, until, while, if, etc Contoh : He came when the bell rang He came menjadi induk kalimat, sedangkan when the bell rang sebagai anak kalimat. He didn’t come here because he was ill. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 12 www.gemma-management.net CONJUNCTION Conjunction adalah kata0kata yang digunakan untuk menghubungkn kata-kata atau phrase (sekelompok kata) dalam suatu kalimat. Conjunction ada dua, yaitu : § Coordinate conjunction Yang termasuk Coordinate Conjunctions adalah and, but, or, not, for, so, yet. Conjunction ini mengandung hal-hal yang sederajat, yakni : Kata benda + kata benda Kata kerja + kata kerja Kata sifat + kata sifat Contoh : Doris bought green and red car She needs coffee and milk § Sub-ordinate conjunction Coordinate ini digunakan untuk mnghubungkan “anak kalimat” dengan “induk kalimat”. Ciri-cirinya adalah : if, although, though, when, while, until, as, since. Contoh : Michelle will go to Australia if she has much money I can’t follow the class because I’m sick CONDITIONAL SENTENCE Conditional Sentence (kalimat pengandaian) dalam Bahasa Inggris selalu berbentuk kalimat majemuk (compound sentence), yaitu kalimat yang atas main clause (induk kalimat) dan subordinate clause (anak kalimat). Pada bentuk conditional sentence ini antara induk kalimat dengan anak kalimat dihubungkan dengan “ IF “ Contoh : I will come if I am not busy They will be late if they don’t leave now QUESTION TAG Question Tag adalah kalimat tanya yang digunakan untuk menegaskan ungkapan yang diucapkan. Jika pernyataan positif, maka tag-nya dalam bentuk negative. Jika pernyataan/ungkapan negative maka tag-nya dalam bentuk positive. Contoh : PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 13 www.gemma-management.net You are Andi, aren’t you? You are not diligent, are you? Yayuk can come, can’t she? Fred is there, isn’t he? We played football yesterday, didn’t we? GERUND Gerund adalah kata kerja yang berfungsi sebagai pengganti kata benda. Cara pembentuknya adalah : verb + ing - Gerund sebagai subject biasanya diletakkan sebelum kata kerja / kata kerja bantu. Contoh : Learning English is very easy. Drinking coffee is my habit - Gerund sebagai object biasanya terletak setelah kata kerja tertentu. Contoh : Lia likes cooking Daftar kata kerja yang diikuti ing form ; - Avoid Enjoy Forget Learn Appreciate Consider Need Keep Begin Dislike Love Remember Deny Continue Practice Risk Can’t help Cease Admit Gerund sebagai pelengkap atau predicate Biasanya diletakkan setelah to be, yakni : is, are, was, were, maka fungsinya untuk melengkapi predicate Contoh : His hobby is flying a kite - Gerund sebagai keterangan, biasanya digunakan untuk menerangkan penggunaan dari benda yang diterangkan dan letaknya biasanya sebelum benda yang dimaksud. Contoh : The waiting room is near here The washing machine does not come today - Gerund sesudah preposition (kata depan). Biasanya diletakkan seteah kata depan untuk melengkapi arti kalimat. Contoh : PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 14 www.gemma-management.net Classroom is not for sleeping I am interested in learning English PASSIVE VOICE Kalimat passive adalah suatu kalimat yang subjectnya dikenai pekerjaan. Dalam hal ini yang akan disinggung adalah kalimat passive dalam bentuk : Present Past - Present perfect Bila kalimat active present tense, maka kalimat passive dapat dibentuk sebagai berikut : - Pola : S + To be + Past participle (Verbs III) Contoh : Active : I give a book Passive : A book is given by me Active : He gives two books Passive : Book are given by him Bila kalimat active past tense maka kalimat passive dapat dibentuk sebagai berikut : Active : They dropped me to the station Passive : I was dropped by them to the station Bila kalimat active present perfect, maka kalimat passive dapat dibentuk sebagai berikut : Active : I have boiled an egg Passive : An egg has been boiled by me Pola untuk passive present tense S + has + been + past participle S + have + been + past participle DEGREES OF COMPARISON Ada tiga tingkat perbandingan untuk kata sifat dan kata keterangan dalam Bahasa inggris, yakni : PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 15 www.gemma-management.net • • • • Positive degree (tingkat biasa) Comparative degree (tingkat lebih) Equaly degree (tingkat yg sama) Superlative degree (tingkat paling) Contoh : Andi is tall (Positive degree) Andrew is taller than Andi (Comparative degree) Johny is as tall as Andrew (Comparison of equality) Indra is the best (Superlative degree) Keterangan : § Positive degree – tingkat biasa Digunakan untuk menyatakan sesuatu dalam keadaan seperti apa adanya. Misalnya: Happy, lazy, beautiful, easy, heavy, etc § Comparative degree – tingkat lebih Dibentuk dengan menambahkan akhiran ‘er’ terhadap kata sifat atau kata keterangann yang pendek (terdiri dari satu atau dua suku kata) dan diikuti oleh kata ‘than’ (daripada). Contoh : Tono is younger than I am This book is cheaper than that one § Superlative degree – tingkat paling Dibentuk dengan menambahkan akhiran ‘-est’ terhadap kata sifat atau kata keterangan yang pendek (terdiri dari satu dua suku kata) dan didahului oleh kata sandang ‘the’. Contoh: I am the oldest person in my family Rini is the cleverest student in class This car is the cheapest among others § Comparison of equality – perbandingan sederajat Bila sesuatu tidak berbeda dengan yang lain, dalam pengertian sederajat atau setara, maka hal tersebut dapat dinyatakan dengan menggunakan : “ AS + Positive + As “ Contoh : I am as happy as you are They are as young as my sister PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 16 www.gemma-management.net THE MODAL AUXILIARIES Can : dapat May : boleh Must : harus Ought to : seharusnya Should : seharusnya POLA : Subject+ Can + kata kerja May Must Should Modal ini berbentuk lain : Subject + Can. + be + keterangan waktu May keterangan tempat Must Adjective Should Will and would Shall PENGGUNAAN - ‘Can’ dapat dipakai untuk menyatakan kemampuan Contoh : I can sing very well He can drive a car - ‘May’ digunakan untuk pernyataan ijin (permission) Contoh : May I use your pen? May I sit down? - ‘Must’ digunakan untuk menyatakan keperluan yang kuat (keperluan yang penting) yang harus dilakukan sekarang. Contoh : I must go to scholl today She must finish her job tonight - ‘Ought to’ digunakan untuk saran pada seseorang untuk melakukan sesuatu yang bersifat tidak memaksa. Dan ini sebagai saran yang berakibat positif jika dilakukan. Contoh : You ought to study tonight PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 17 www.gemma-management.net He ought to go to school today - ‘Should’ dipakai untuk menyatakan suatu saran kepada orang lain untuk melakukan yang lebih baik atau saran yang berbentuk positive. Contoh : You should obey your parents You should go now - ‘Will’ dipakai untuk menyatakan suatu kepastian (janji) Contoh : I will be here at five o’clock I will come here on time - ‘Shall’ digunakan untuk menyatakan suatu perbuatan yang akan dilakukan mendatang. Dan shall bisa dipakai oleh subject I dan We. Tapi yang lebih umum I dan We memakai modal ‘will’ Contoh : Shall I open the window? Shall I go? - ‘Would’ adalah bentuk lampau dari ‘will’. Dan dipakai untuk menyatakan perbuatan yang diulang-ulang dimasa lampau. Contoh : When I was child, I would play football at the field Would juga dipakai untuk menyatakan kesukaan, maka would diikuti ‘like’ dibelakangnya menjadi would like berarti mempunyai arti ingin atau suka. Contoh : What would you like to drink? What would you like to eat? Would dipakai untuk menyatakan suatu permohonan atau permintaan yang berbentuk sekarang dan waktu yang akan dating. Juga ‘would’ didalam bentuk permintaan ia lebih sopan daripada ‘will’. Contoh : Would you please close the window? Would you open the door? TENSES Dalam Bahasa Inggris kita mengenal 16 tenses, antara lain: 1. 2. 3. 4. 5. 6. Simple present tense Present continuous tense Present perfect tense Present perfect continuous tense Simple past tense Past continuous tense PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 18 www.gemma-management.net 7. Past perfect tense 8. Past perfect continuous tense 9. Simple future tense 10. Future continuous tense 11. Future perfect tense 12. Future perfect continuous tense 13. Future past tense 14. Future past continuous tense 15. Future past perfect tense 16. Future past perfect continuous tense • Simple present tense ( Pola = S + V1 ) a. Digunakan untuk menyatakan perbuatan yang menjadi kebiasaan (seringkali dilakukan) Contoh : I go to school everyday He always gets up at seven o’clock b. Digunakan untuk menyatakan kebenaran yang tidak dapat dibantah (aksiomatis) Contoh : A week has seven days The sun rises in the east • Present continuous tense ( Pola = S + To Be + V-ing ) a. Digunakan untuk menyatakan perbuatan yang sedang berlangsung Contoh : They are studying now He is playing football b. Digunakan untuk menyatakan perbuatan yang bersifat sementara Contoh : She is reading now but she will write soon • Present perfect tense ( Pola = S + Has/Have + V III ) Digunakan untuk menyatakan perbuatan yang terjadi di masa lampau tapi masih ada hubungannya dengan waktu sekarang (Telah selesai). Contoh : She has leave here since 1970 I have lived here for six years. • Present perfect continuous tense (Pola = S + Has/Have + Been + V-ing ) Digunakan untuk menyatakan perbuatan yang dimulai pada waktu lampau dan masih berlangsung hingga sekarang, sampai waktu tertentu di masa yang akan datang (Telah dimulai dan masih berlangsung). Contoh : He has been working in this company for ten years. I have been learning English since a year ago. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 19 www.gemma-management.net • Simple past tense (Pola = S + V II ) Digunakan untuk menyatakan perbuatan yang telas selesai dilakukan dimasa lampau. (Lampau) Contoh : I went to the beach last week Did you go last yesterday? I didn’t go yesterday • Past continuous tense (Pola = S + Was/Were + V-ing ) a. Digunakan untuk menyatakan perbuatan yang sedang terjadi pada waktu yang lampau. Contoh : He was studying all day yesterday I was writing a letter at 5 o’clock b. Digunakan untuk menyatakan perbuatan yang sudah dimulai dan masih berlangsung Ketika perbuatan lain menyusul di waktu lampau. Contoh : When I was sewing my dress, the light went out. All came to my house when I was having lunch. • Past perfect tense ( Pola = S + Had + V III ) Digunakan untuk menyatakan suatu perbuatan yang telah selesai, sebelum satu perbuatan lain terjadi di waktu lampau. Contoh : He had fallen before I helped him. She told me her name after I asked her twice. • Past perfect continuous tense ( Pola = S + Had + Been + V-ing ) Digunakan untuk menyatakan perbuatan yang berlangsung terus di waktu lampau. (Sudah mulai dan terus berlangsung di waktu lampau). Contoh : When I came to Surabaya in 1980, he had already been living there about five years. She had been waiting for two hours, when I came. • Simple future tense ( Pola = S + Will/Shall + V I ) a. Digunakan untuk menyatakan perbuatan yang akan dilakukan di masa yang akan datang. Contoh : He will post the letter I shall not go with you tomorrow b. Digunakan untuk menyatakan atau membuat suatu perjanjian dimasa yang akan datang. Contoh : I shall come at your house tomorrow He will meet you by ten PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 20 www.gemma-management.net c. Digunakan untuk menyatakan atau menunjukkan syarat. Contoh : He’ll give you a new bicycle if you go with him. Ani will come if you invite her. d. Digunakan untuk memohon kepada seseorang untuk melakukan sesuatu. Contoh : Will you help me to get the book? • Future continuous tense ( Pola = S + Will/Shall + Be + V-ing ) Digunakan untuk menunjukkan suatu perbuatan yang akan terjadi di masa yang akan datang. Contoh : I shall be working at nine o’clock tomorrow. • Future perfect tense ( Pola = S + Will/Shall + Have + V III ) Digunakan untuk menyatakan perbuatan yang sudah dimulai diwaktu lampau dan akan segera selesai diwaktu yang akan datang. Contoh : I shall have read seven Rendra’s plays by the end of this year. • Future perfect continuous tense ( Pola = S + Will/Shall + Been + V-ing ) Tense ini sama pengertiannya dengan Future Perfect Tense, tetapi perbuatan itu ada kemungkinan dilanjutkan pada waktu yang akan datang. Contoh : By Christmas I shall have been working in this office for ten years. • Future past tense ( Pola = S + Should/Would + V I ) a. Digunakan untuk menyatakan perbuatan yang akan dilakukan pada waktu lampau. Contoh : I should go to Malang the next day. He would come the day before b. Digunakan untuk menyatakan suatu perbuatan yang akan dipenuhi bila syaratnya terlaksana, di waktu lampau. Contoh : He would come if you asked him • Future past continuous tense ( Pola = S + Should/Would + Be + V-ing ) Tense ini dipakai untuk menyatakan perbuatan yang akan sedang dilakukan pada waktu yang lampau. Contoh : I should be having an examination at this time the following day. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 21 www.gemma-management.net • Future past perfect tense ( Pola = S + Should/Would + Have + V III ) Tense ini digunakan untuk pengandaian yang mungkin terjadi karena syaratnya sudah pasti tidak terpenuhi, tetapi hanya sebagai bayangan seandainya syaratnya terpenuhi pada waktu lampau sehingga hasil/akibatnya akan terjadi. Contoh : He would have graduated if he had studied hard. I shall have bought the car if I had been rich • Future past perfect continuous tense (Pola = S + Should/Would + Have + been + V.ing ) Tense ini sama dengan Future Perfect Continuous Tense tetapi dalam bentuk lampau. Tense ini digunakan untuk menyatakan suatu pekerjaan yang sedang dan telah kita lakukan sebelum suatu waktu tertentu atau sebelum kejadian berlangsung pada waktu yang akan datang, dimasa lampau. Contoh : By this time a month ago she would have been playing tennis for 4 years. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 22 www.gemma-management.net IRREGULAR VERBS INFINITIVE ( VERB I ) Abide Arise Awake Backslide Be (am, is, are) Bear Beat Become Befall Beget Begin Behold Bend Beseech Beset Bet Betake Bid Bind Bite Bleed Bless Blow Break Breed Bring Broadcast Browbeat Build Burn Burst Buy Cast Catch Chide Choose Cleave Cling Clothe Come Cost Creep Crew PAST TENSE ( VERB II ) Abode Arose Awoke Backslid Was, were Bore Beat Became Befell Begot Began Beheld Bent Besought Beset Bet, bekend Betook Bid, bade Bound Bit Bled Blest, blessed Blew Broke Bred Brought Broadcast Browbeat Built Burnt, burned Burst Bought Cast Caught Chid Chose Clove, cleu Clung Clad, clothed Came Cost Crept Crew, crowe PAST PARTICIPLE ( VERB III ) Abade Arisen Awoke, awaked Backslid Been Born, borne Beaten Become Befallen Begoken Begun Beheld Bent Besought Beset Bet, beked Betaken Bid, bidden Bound Biken Bled Blest, blessed Blown Broken Bred Brought Broadcast Browbeaten Built Burnt, burned Burst Bought Cast Caught Chided Chosen Cloven, cleu Clung Clad, clothed Come Cost Crept Crowed PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net ARTINYA Tinggal, diam di Terbit, bangun, berdiri Bangun Kembali (ke jalan yg sesat) Ada Melahirkan, lahir Memukul Menjadi Menimpa Meperanakkan Mulai Melihat Membengkokkan Memohon Mengapung Bertaruh Pergi ke Menawar Mengikatkan Menggigit Berdarah Memberkai, mendoakan Berhembus, meniup Memecahkan Memelihara Membawa (kan) Menyiarkan Menggertak Membangun, mendirikan Membakar Memecah, Meletus Membeli Melemparkan Menangkap Menegur, memarahi Memilih Membelah (dgn kapak) Memegang dgn kuat Mengenakan pakaian Datang Berharga Merangkak Berkokok 23 www.gemma-management.net Cut Dare Deal Cut Durst, dare Dealt Cut Dared Dealt Dig Do Draw Dream Drink Drive Dwell Eat Fall Feed Fight Find Flee Fling Fly Forbear Forbid Forecast Forego Foresee Foretell Forget Forsake Forgive Forswear Freeze Gainsay Get Dug Did Drew Dreamt, dreamed Drank Drove Dwelt Ate Fell Fed Fought Found Fled Flung Flew Forbore Forbade Forecast (ed) Forewent Foresaw Foretold Forgot Forsook Forgave Forswore Froze Gainsaid Got Dug Done Drawn Dreamt, dreamed Drunk Driven Dwelt Eaten Fallen Fed Fought Found Fled Flung Flown Forborne Forbidden Forecast (ed) Foregone Foreseen Foretold Forgoken Forsaken Forgiven Forsworn Frozen Gainsaid Goken Gird Give Go Grind Girded, girt Gave Went Ground Girdee, girt Given Gone Ground Hang Have, has Hear Heave Hew Hide Hit Hold Hurt Hung, hanged Had Heard Heaved, hove Hewed Hid Hit Held Hurt Hung, hanged Had Heard Heaved, hove Hawn Hidden Hit Held Hurt PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net Memotong, mengiris Memberanikan diri Memperdagangkan, berurusan Menggali Berbuat, mengerjakan Menggambar, menarik Bermimpi Minum meneguk Mengemudikan Tinggal, diam Makan Menjatuhkan, jatuh Memberi makan Berkelahi, bertempur Menemukan Melarikan diri Melempar (kan) Terbang, menerbangkan Bersabar Melarang Meramalkan Meninggalkan Meramalkan Meramalkan Melupakan Meninggalkan Memaavan Bersumpah tak berbuat lagi Membeku Menyangkal Memperoleh, menangkap, iba Memakai, mengenakan Memberi (kan) Pergi Menggiling, mengasah, menggosok Menggantungkan Mempunyai Mendengar Mengangkat, menarik Memotong, membentuk Bersembunyi Memukul Memegang, menahan Menyakii, melukai 24 www.gemma-management.net Inlay Keep Knell Knit Know Lay Lead Lean Leap Learn Leave Lend Let Lie Light Lose Make Mean Meet Melt Misdeal Mislay Mislead Mistake Misunderstand Mow Outbid Outdo Outgrow Outrun Outshine Outspread Outwear Overbear Overcast Overcome Overdo Overdraw Overeat Overfeed Overhang Overhear Overlay Override Overrun Oversee Oversleep Overtake Inlaid Kept Knelt Kniked Knew Laid Led Leant, leaned Leapt, leaped Learnt, learned Leu Lent Let Lay Lit Lose Made Meant Met Melted Misdealt Mislaid Misled Mistook Misunderstood Mowed Outbid Outdid Outgrew Outran Outshone Outspread Outwore Overbore Overcast Overcome Overdid Overdrew Overate Overfed Overhung Overheard Overlaid Overrode Overran Oversaw Overslept Overtook Inlaid Kept Knelt Kniked Known Laid Led Lent, leaned Leapt, leaped Learnt, learned Leu Lent Let Lain Lit Lose Made Meant Met Melte, melten Misdealt Mislaid Misled Mistaken Misunderstood Mown Outbid Outdone Outgrown Outrun Outshone Outspread Outworn Overborn Overcast Overcome Overdone Overdrawn Overeaten Overfed Overhung Overheard Overlaid Overridden Overrun Overseen Overslept Overtaken PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net Menata Menyimpan, memegang Berlutut Merajut Mengetahui Meletakkan Membina, memimpin Bersandar Melompat Belajar Meninggalkan, berangkat Meminjamkan Membiarkan, menyewakan Berbaring Menyalakan, menerangi Hilang, kalah Membuat Bermaksud, berari Bertemu, menjumpai Meleleh (kan), mencair (kan) Salah membagi Salah taruh Menyesatkan Keliru Salah faham Memotong (rumput, dsb) Menawar lebih inggi Berbuat lebih baik Tumbuh lebih cepat Lari cepat Menyilaukan Terentang, terhampar Lebih tahan lama Mengatasi Mendung Mengatasi Melebih lebihkan Melebih lebihkan Banyak makan Terlalu banyak makan Bergantungan, menjuntai Kebetulan mendengar Salah taruh Mengesampingkan Memenuhi, menyerbu Mengawasi Terlalu banyak idur Menyusul 25 www.gemma-management.net Overthrow Partake Pay Put Read Rebuild Recast Relay Rend Overthrew Partook Paid Put Read Rebuilt Recast Relaid Rent Overthrew Partaken Paid Put Read Rebuilt Recast Relaid Rent Repay Reset Retell Rid Ride Ring Rise Run Saw Say See Seek Sell Send Set Saw Shake Shear Shed Shine Shoot Win Wind Withdraw Withhold Withstand Work Wring Write Repaid Reset Retold Rid, ridden Rode Rang Rose Ran Sawed Said Saw Sought Sold Sent Set Sewed Shook Sheared Shed Shone Shot Won Wound Withdrew Withheld Withstood Worked Wrung Wrote Repaid Reset Retold Rid, ridden Ridden Rung Risen Run Sawn Said Seen Sought Sold Sent Set Sewed, sawn Shaken Shorn Shed Shone Shot Won Wound Withdrawn Withheld Withstood Worked Wrung Wriken PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net Mengalahkan Ikut serta, turut Membayar Meletakkan Membaca Membangun kembali Merombak Melapisi Memecah, membagi, menyewa Membayar kembali Memasang lagi Menceritakan kembali Membebaskan Naik, menunggang Membunyikan (bel) Naik, meninggi, bangun Lari cepat Menggergaji Mengatakan, berkata Melihat Mencari Menjual Mengirim (kan) Menaruh, menempatkan Menjahit Mengguncang, berguncang mencukur Mencucurkan Bersinar, bercahaya Menembak (kan) Menang Memintal, memutar Menarik mundur Menahan Menahan Bekerja Memeras menulis 26 www.gemma-management.net KUMPULAN SOAL – SOAL 1. What is the number that come after 3? a. 2 b. 4 c. 7 2. How many fingers do you have on one hand? a. 5 b. 6 c. 2 3. How many legs does a cat have? a. 2 b. 6 c. 4 4. Which number is the smallest? a. 3 b. 9 c. 2 5. Which number is between 2 and 4? a. 1 b. 5 c. 3 6. Which number comes first? a. Second b. Third c. First 7. Which number comes after fourth? a. Fifth b. Sixth c. Seventh 8. Which number is in the middle? a. Second b. Fifth c. Eighth 9. Which number comes last? a. Second b. Tenth c. Fifth 10. Which number comes before seventh? a. Sixth b. Eighth c. Fifth 11. Write the number 23 in words: a. Twenty-three b. Thirty-two c. Twenty-two 12. Write the number 58 in words: a. Fifty-eight b. Eighty-five PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 27 www.gemma-management.net c. Eighty 13. Write the number 124 in words: a. One hundred twenty-four b. One thousand two hundred four c. One hundred two four 14. Write the number 555 in words: a. Five hundred fifty-five b. Five thousand five hundred c. Five hundred fifteen five 15. Write the number 1,234 in words: a. One thousand and two hundred thirty-four b. One hundred twenty-three four c. One hundred two thousand thirty-four 16. What is the word for the fraction 2/3? a. two thirds b. one third c. three thirds 17. What is the word for the fraction 5/8? a. five eight b. five eighths c. eight fifths 18. What is the word for the fraction 1/4? a. one fourth b. two fourths c. three fourths PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 28 www.gemma-management.net ENGLISH HOSPITALITY PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 29 www.gemma-management.net CONVERSATION ON THE PHONE Percakapan dalam telepon 1.1 - Greeting : Good morning Selamat pagi = from 04:00 – 11:00 - Good afternoon Selamat siang/sore = from 11:00 – 18:00 - Good evening Selamat malam = from 18:00 – 04:00 1.2 Working place: - Grand Hyatt hotel Bali - Grill restaurant - Room service - Pool bar - Information desk - Housekeeping office - Laundry service - Accounting office 1.3 Introducing - Agung speaking - Linda speaking - Made speaking 1.4 Offer How may I assist you? - How can I help you? - Can I help you, please? - Taking room reservation on the phone (Front Desk) Mengambil pesanan kamar dalam telepon Reservation : Good morning, Grand Hyatt hotel Bali. Agung speaking, how my I assist you? Selamat pagi, Grand Hyatt hotel Bali, Agung yang berbicara, bisakah saya bantu Caller : Good morning, I’d like to reserve a single room, please. Selamat pagi, Saya mau memesan kamar untuk satu orang. Reservation : Yes, madam/sir, for what date? PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 30 www.gemma-management.net Ya, nyonya/tuan, untuk tanggal berapa? : From March 23rd to April 10th. Caller Dari tanggal 3 Maret sampai 10 April Reservation : Yes, madam/sir, we still have some single room available for those dates. Ya, nyonya/tuan, kami masih punya beberapa kamar untuk satu orang pada tanggal tersebut. Caller : May I know your rate per night, please? Boleh saya tahu tarif kamar anda per malam? Reservation : For a single room, the rate is US$120 per night Kamar untuk satu orang, tarifnya US$120 per malam Caller : Does the rate include breakfast? Apakah tarifnya sudah termasuk makan pagi? Reservation : Yes, of course it does, the rate includes continental breakfast and service charge Ya, tentu saja, tarif sudah termasuk sarapan pagi continental dan biaya pelayanan. Caller : Right Baiklah Reservation : Do you want to reserve a room now? Apakah anda mau memesan kamar sekarang? Caller : Yes. of course I do. I’m coming next week Ya, tentu saja saya mau. Saya akan dating minggu depan Reservation : May I have your name and address, please? Boleh saya tahu nama dan alamat anda? : Yes. My name is Richard Newton Jhon and my address is 25th avenue street. Los Angeles, California, USA Caller Ya. Nama saya Richard Newton Jhon dan alamat saya 25th avenue street. Los Angeles, California, USA Reservation : And ypur phone number, please? Dan nomor telepon anda? Caller : My phone number is 340-345-234 extension 758. Do you need a confirmation? Nomor telepon saya 340-345-234 saluran 758. Apakah anda perlu konfirmasi? Reservation : Yes, we do. Could you send us an email, please? Ya. Dapatkah anda mengirim kami email? Caller : Right. I’ll send an email to confirm my reservation. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 31 www.gemma-management.net Baiklah. Saya akan mengirim email untuk mengkonfirmasi pesanan saya. Reservation : We look forward to your visit, Mr. Richard. Thank you for calling us. Kami tunggu kunjungan anda, Tuan Richard. Terima kasih anda telah menelpon kami. Escorting the guest to their room Mengantar tamu ke kamar mereka Bellboy : Allright Mr. Steve. Your room will be 103 on third floor Baiklah Tuan Steve. Kamar anda 103 di lantai 3 Mr. Steve : Allright. Baiklah Bellboy : This way, please. Lewat jalan ini. HOUSEKEEPING Conversation I Percakapan I Room boy : Room boy, please! (knocks the door) Room boy! (mengetuk pintu) Guest : Come in Masuk Room boy : Good morning, sir. May I clean the room now? Selamat pagi tuan, bolehkah saya bersihkan kamarnya sekarang? Guest : Yes, of course. Ya, tentu saja Room boy : Thank you, sir. I won’t be long Terima kasih, tuan. Saya tidak akan lama. Conversation II Percakapan II Housekeeping : Good morning, Dina speaking. May I help you? Selamat pagi, Dina berbicara. Bisakah saya bantu? PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 32 www.gemma-management.net Guest : Good morning. Could I have some more pillows, please? Selamat pagi. Bisa saya minta beberapa bantal lagi? Housekeeping : Of course, madam. Could I have your room number and your name, please? Tentu saja, Ibu. Bolehkah saya minta nomor kamar dan nama anda? Guest : Yes, this is room 1137 with Mrs. Smith Ya, ini kamar 1137 dengan Ibu Smith. Housekeeping : Thank you, Mrs. Smith. I will come immediately with your pillow. Terima kasih, Ibu Smith. Saya akan dating segera dengan bantal anda. LAUNDRY CONVERSATION Percakapan Laundry Laundry : Good morning, Laundry Selamat pagi, Laundry Guest : Hello. This is room 105. I have some clothes to be washed. Could you collect them, please? Hello, ini kamar 105. Saya punya beberapa pakaian yang harus di cuci. Bisakah anda mengambilnya? Laundry : Yes, of course, Madam. I’ll come over straight away. Ya, tentu saja, Ibu. Saya akan dating kesana segera. Guest : Thank you Terima kasih Laundry : You are welcome, Madam. Terima kasih Kembali, Ibu. ENGLISH FOR RESTAURANT Welcoming the guest Menyambut tamu • • • Welcome to our restaurant Welcome to Coral Reef restaurant Welcome on board of Queen Elizabeth Selamat dating di… Asking for reservation Menanyakan reservasi • • • Did you have any reservation before? Did you make a reservation before? Did you reserve any table before? PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 33 www.gemma-management.net Apakah anda sudah memesan meja sebelumnya? Asking for table number Menanyakan nomor meja Can I have your table number, please? Could you show me your table number, please? May I know your table number, please? Your table number please? Bolehkah saya lihat nomor meja anda? Asking for quantity Menanyakan jumlah How many of there will be? How many persons of you? How many of you? Berapa orang dari anda? Asking for where they would like to seat Menanyakan dimana mereka mau duduk Where would you like to take your seat, would you like close the window or to the middle up there or in the corner? Dimanakah anda mau duduk, anda mau dekat jendela atau di tengah diatas sana atau di pojokan? Magic words.. Thank you.. Please.. Excuse me.. Would you.. Could you.. Escorting the guest Mengantar tamu Could you follow me, please! Follow me please! Bisakah anda mengikuti saya! Sitting the guest Mendudukkan tamu This is your table Madam/Sir, will be this be right? Please take your seat! Ini meja anda Nyonya/tuan, apakah ini cocok? Silahkan duduk PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 34 www.gemma-management.net Pouring glass Menuangkan gelas Excuse me Madam/Sir, may I pour your glass, please! Your Ice water, please! Your wine, please! Permisi Nyonya/Tuan, bolehkan saya tuangkan gelas anda? Introducing (on Cruise line) Perkenalan Good evening, ladies and gentlemen. Welcome on board of Carnival Jubilee. My name is Agung. I will be your waiter for entire cruises. I will be assisted by Made Purna. Both of us come from Bali, Indonesia. If there anything we may do for your dinner, please do not hesitate to call one of us. Thank you very much and I hope you will enjoy your dinner. Selamat malam Nyonya/Tuan. Selamat datang di Carnival Jubilee. Nama saya Agung. Saya akan menjadi waiter anda selama perjalanan. Saya akan di bantu oleh Made Purna. Kami berdua berasal dari Bali, Indonesia. Jika ada sesuatu yang bisa kami bantu, silahkan jangan ragu-ragu untuk memanggil salah satu dari kami atau salah satu head waiter kami. Terima kasih banyak. Saya harap anda akan menikmati makan malam anda. Presenting the menu Memberikan menu Excuse me, Madam/Sir. This is your menu, please! This is your menu, please! Here is your menu, please! Permisi Nyonya/Tuan, ini menu anda. Giving a change Memberi kesempatan Alright, ladies and gentlemen (Madam/Sir). Please take your time and I will be back soon when you ready to order. Thank you very much. Baiklah, Nyonya/Tuan. Silahkan ambil waktu anda saya akan Kembali segera jika anda sudah siap memesan. Terima kasih banyak I will be back in few minutes. Thank you very much. Saya akan Kembali beberapa menit lagi, terima kasih banyak. Taking beverage order Mengambil pesanan minuman Excuse me Madam/Sir, would you like something to drink, please? Would you like something from the bar beside of ice water, please? Can I get you something from the bar beside of water, please? Apakah anda mau sesuatu dari Bar selain air es? Serving the drink Menghidangkan minuman PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 35 www.gemma-management.net • • • • • • • Excuse me Madam/Sir, this is your drink, please! Here is your drink (beer), please. Here you are your drink, please. Here we are your drink, please. Here they are your drink, please. Your drink, please. Permisi, ini minuman anda. Alright, Ladies and Gentlemen, please enjoy your drink! Baiklah, Nyonya dan Tuan, silahkan menikmati minuman anda! Taking food order Mengambil pesanan makanan. • • • • • Excuse me Madam/Sir, have you decide to order? Are you ready to order? May I take your order now? Can take your order now? Would you like to order now? Permisi Nyonya/Tuan, apakah anda mau memesan sekarang? Followed by… Diikuti dengan.. • • • • What would you like to start with? What would you like to begin with? What would you like for your starter? For your starter please? Anda mulai dengan apa? Taking order for other course Mengambil pesanan untuk makanan yang lain • • • • • What would you like to follow with? For your soup please? How about soup? For your main course, please? How about main course? Anda akan diikuti dengan makanan apa? Giving suggestion Memberi saran • • • Why don’t you try our special today, it’s very good. I can you recommend you our special today, it’s very delicious. May I suggest you our special today, it’s wonderful ! Kenapa anda tidak coba menu special kita hari ini, itu sangat enak ! PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 36 www.gemma-management.net Repeating the Order Mengulang pesanan • May I repeat your order, please ! For your appetizer…., for your soup …., for your salad …., for your main course …., is that alright? Bolehkah saya mengulang pesanan anda !, untuk appetizer anda …., untuk sop anda …., untuk salad anda …., untuk main course anda …., apakah itu benar ? Followed by Diikuti dengan • Thank you very much and I will be back soon with your meal ! Terima kasih banyak dan saya akan kembali segera Bersama makanan anda ! Serving meal Menghidangkan makanan • • • • • Excuse me, Madam/Sir. This is your appetizer, please! Here is your shrimp cocktail, please! Here you are your soup, please. Here we are your soup, please. Here they are your main course, please! Permisi Nyonya/Tuan. Ini makanan pembuka anda. Silahkan, ini makanan utama anda! Followed by.. Dengan diikuti.. • Alright Ladies and Gentelmen, please enjoy your meal. Baiklah Nyonya dan Tuan, silahkan menikmati hidangannya. NOTE: If the guest order a salad, do not forget to ask a dressing and ask if they would like their salad come together with main course or separate (salad first then following with main course). Jika tamu order salad jangan lupa untuk menanyakan dressingnya dan tanyakan apakah mereka ingin saladnya datang bersamaan dengan main course atau terpisah (salad dulu baru diikuti dengan main course) • • What kind dressing would you like to have for your salad? We have ….. (explan the dressing available) Dressing apa yang anda inginkan Bersama salad anda? Kita punya… (jelaskan macam-macam dressing yang tersedia) Would you like your salad come together with your main course or separate? Apakah anda mau sald anda bersamaan dengan makanan utama atau terpisah? PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 37 www.gemma-management.net If the guest order steak for their main course don’t forget to ask how they would like their steak. Jika tamu memesan steak untuk main course nya jangan lupa untuk menanyakan kematangannya. • How would you like your steak to be cooked/served? Would you like very rare, rare, medium rare, medium, medium well or very well done? Anda ingin steak anda bagaimana? Apakah anda mau setengah matang, sedang atau matang? Clear up table Membersihkan meja • • • Excuse me Madam/Sir, have you done with it? Have you finished with it? Are you finish with it? Permisi Nyonya/Tuan, apakah anda sudah selesai? NOTE: If the guest ask for coffee don’t forget to ask if they would like coffee with milk/cream. Jika tamu meminta kopi jangan lupa untuk menanyakan apakah mereka mau kopi dengan susu/krim. • • Would you like milk/cream with it? Would you like to have a black coffee or white coffee? Apakah anda mau susu/krim dengan kopi anda? Asking for satisfaction Menanyakan kepuasan • • • How was your dinner? How was the meal? Good, I’m glad that you enjoy it. Simple conversation in restaurant Percakapan sederhana di restoran Waiter : Good evening, Sir. Welcome to our restaurant. Selamat malam, Tuan. Selamat datang di restoran kami. Mr. Edward : Good evening. Do you still have a table for two, please? Selamat malam. Apakah anda masih mempunyai meja untuk dua orang? Waiter : Yes, Sir. Please come this way. Please have your seat. Ya, Tuan. Silahkan lewat jalan ini. Silahkan duduk. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 38 www.gemma-management.net Mr. Edward : Thank you. Terima kasih. Waiter : Here are the menu and wine list. Would you like to order an aperitif? Ini menu dan wine listnya. Apakah anda mau memesan aperitif? Mr. Edward : Yes, I’ll have a Campari soda. And what about you Hans? Ya, saya ingin Campari soda. Dan bagaimana dengankamu Hans? Hansel : I’ll have a medium of dry sherry, please. Thank you. Saya ingin dry sherry medium. Terima kasih. Waiter : And what would you like to order for the main course? Dan anda mau memesan apa untuk hidangan utama? Mr. Edward : Can you tell me what is your recommend for the main course? Bisakah anda memberi tahu saya apa yang anda sarankan untuk hidangan utama? Waiter : Why don’t you try the beef chasseur! It’s very nice, Sir. Mengapa anda tidak mencoba beef chasseur! Itu sangat enak, Tuan. Mr. Edward : Fine. I’ll have the beef Baiklah. Saya mau beef Waiter : And to start, sir? Dan untuk pembukanya, tuan? Mr. Edward : I’ll have the shrimp cocktail and then tomato cream soup. And what about you, Hans? Saya mau shrimp cocktail dan tomato cream soup. Bagaimana dengan kamu, Hans? Hansel : Just a moment, please. I’m still looking at the menu. What is nauseate milanese exactly? Tunggu sebentar, saya masih melihat-lihat menunya. Apa sebenarnya nauseate Milanese itu? Waiter : That is a lamb cooked with herbs and serve with spaghetti. Itu adalah daging kambing yang dimasak dengan bumbu-bumbuan dan dihidangkan dengan spaghetti. Hansel : Ok. I’ll have that and I’ll start with the shrimp cocktail too and the French onion soup. Baiklah. Saya mau itu dan saya akan mulai dengan shrimp cocktail juga dan French onion soup. Asking for satisfaction and suggesting for dessert. Menanyakan kepuasan dan menyarankan dessert PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 39 www.gemma-management.net Waiter : Did you enjoy your meal, sir. Apakah anda menikmati makanannya, Tuan? Mr. Edward : Yes, it was very delicious indeed. I haven’t eaten so well within the last few months Ya, makanannya memang enak sekali. Saya belum pernah makan begitu enak dalam beberapa bulan terakhir ini. Waiter : Good, I am glad you enjoyed it. Would you like to order something for dessert? Bagus, saya senang anda menikmati itu. Apakah anda mau memesan dessert? Mr. Edward : What do you have today? Do you have something special? Apa yang kamu punya hari ini. Apakah kamu punya sesuatu yang special? Waiter : We have black forest a la monde. Its chocolate cake with vanilla ice cream on top. Kami punya black forest a la monde. Itu adalah kue chocolate dengan valia ice cream di atasnya. Mr. Edward : Ok, I’ll have black forest a la monde. And what about you, Hans? Baiklah, saya mau black forest a la monde. Dan bagaimana dengankamu Hans? Hansel : I’ll have a piece of camembert with biscuit, and what is charlotte russo? Saya mau sepotong camembert dengan biscuit, dan ap aitu charlotte russo? Waiter : It’s fresh fruit salad Madam. Would you like some? Itu salad buah segar, Nyonya. Apakah anda mau? Hansel : No, thank you. Camembert is enough. Tidak, terima kasih. Camembert sudah cukup. Mr. Edward : And we would like some coffee, please! Dan kita mau kopi. Waiter : Right, sir. Baiklah, tuan. Preparing the bill. Menyiapkan tagihan/bill Mr. Edward : Could I have the bill now, please? Bisakah saya minta billnya sekarang? Waiter : Certainly, sir. I have it ready here Tentu, tuan. Saya sudah menyiapkannya disini. Mr. Edward : Thank you. Is this the total amount? PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 40 www.gemma-management.net Terima kasih. Apakah ini jumlah keseluruhan? Waiter : No, this is for your food and drink. And there is an extra fifteen percent service charge, so the total amount is here.. Bukan, ini adalah untuk makanan dan minuman anda. Dan ada tambahan sebesar 15% untuk biaya pelayanan, jadi total keseluruhan adalah ini.. Mr. Edward : Oh, I see. I am sorry I have only a little cash with me. Do you take a credit card? Oh, begitu. Saya minta maaf, saya hanya punya sedikit uang tunai. Apakah anda menerima kartu kredit? Waiter : Sure, we take any credit card. Let me have your creadit crd, please. And I’ll have a sales voucher for you to sign. Tentu, kami menerima kartu kredit. Tolong kartu kredit anda dan akan saya ambilkan voucher penjualan untuk anda tandatangani. Taking order on telephone (Room Service) Mengambil pesanan dari telepon. Room service : Good evening, room service. Agung speaking, may I help you? Selamat malam, room service. Agung yang berbicara, bisa saya bantu? Guest : Hello, good evening. This is William Meyer in room 735. I would like to have American breakfast for tomorrow morning, please! Halo, selamat malam. Ini William Meyer di kamar 735. Saya ingin American breakfast untuk besok pagi. Room service : Certainly, sir. What would you like to order for your breakfast, please? Tentu, tuan. Apa yang mau anda pesan untuk sarapan pagi? Guest : We would like to have two orange juice, two croissant with honey and strawberry marmalade, one porridge, one corn flakes, one boiled egg soft and one fried egg sunny side up with bacon, please! Kami mau pesan dua orange jus, dua croissant dengan made dan selai strawberi, satu porridge, satu corn flakes, satu telor rebus setengah matang, satu telor mata sapi dengan bacon. Room service : Right, may I repeat your order, sir? Two orange juice, two croissant with honey and strawberry marmalade, one porridge, one corn flakes, one boiled egg soft and one fried egg sunny side up with bacon. Is that right, sir? Baiklah, boleh saya ulangi pesanan anda, Tuan? Dua orange jus, dua croissant dengan made dan selai strawberi, satu porridge, satu corn flakes, satu telor rebus setengah matang, satu telor mata sapi dengan bacon. Apakah itu benar, Tuan? Guest : Yes, that’s good. Ya, itu benar. Room service : Right, what time is it for, sir? PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 41 www.gemma-management.net Baik, untuk jam berapa, tuan? Guest : Oh, about 7.30, would be fine. Oh, kira-kira jam 7.30 bolehlah. Room service : Fine. May I have your name again, sir? Baik, boleh saya tahu nama anda kembali? Guest : William Meyer in room 735 William Meyer di kamar 735 Room service : Thank you, sir. Terima kasih, tuan! PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 42 www.gemma-management.net HOTEL KNOWLEDGE PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 43 www.gemma-management.net TYPE OF HOTEL: - Business hotel Tourist hotel Transit hotel Resident hotel Semi resident hotel Cure hotel Resort hotel Mountain hotel - Beach hotel City hotel Highway hotel Motor hotel Floating hotel Seasonal hotel Conventional hotel - Bungalow/cotta ge hotel Airport hotel Economic hotel First class hotel Deluxe/luxury hotel HOTEL DEPARTEMENT: - Marketing Department Front office department Housekeeping department Laundry department Restaurant department - Bar department Room service department Kitchen department Maintenance department TYPE OF ROOM: - Single room Double room Twin room - Triple room Suite room ROOM RATE: - - Separate charge / European plan Inclusive rates / American plan: - Full American plan - Modified American plan - Continental plan Special rates: - Seasonal rates - Weekend rates - Family plan rates - Group rates - Commercial rates - Airlines rates - Company rates - Travel Agencies rates - Day rates PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 44 www.gemma-management.net HOUSEKEEPING ORGANIZATION CHART Executive Housekeeper Asst. Executive Housekeeper Public Area Supervisor Public Area Attendant Room Supervisor Room Attendant Order taker Linen/Uniform Supervisor Linen Attendant Taylor PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net Gardener Supervisor Uniform Attendant Gardener Laundry Supervisor Laundry Attendant Vallet 43 www.gemma-management.net F & B SERVICE ORGANIZATION CHART F&B Service Restaurant Bar Room Service Banquest Steward Rest Manager Bar Manager Room Servc. Manager Banquest Manager Chief Steward Rest Supervisor Bartender Rom Servc. Captain Banquet Captain Diswasher Rest Waiter/ss Bar Waiter Room Servc. Waiter Banquet Waiter PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 44 www.gemma-management.net F & B PRODUCT ORGANIZATION CHART F&B Product Executive Chef Sous Chef Sauce Vegetable Roast Fish Soup Larder Pastry Sauce chef Vegetable chef Roast chef Fish chef Soup chef Larder chef Pastry chef Sauce cook Vegetable cook Roast cook Fish cook Soup cook Butcher Pastry cook Asst. Sauce cook Asst. Vegetable cook Asst. Roast cook Asst. Fish cook Asst. Soup cook Asst. Butcher Asst. Pastry cook PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 45 www.gemma-management.net VESSEL FAMILIARIZATION PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 46 www.gemma-management.net The capacity of each lifeboat: 150 people each Lifeboat The capacity of each Life raft: 25 people each life raft The equipment found in the lifeboat: Two waterproof boxes of matches One sea anchor Food rations – half kg per person Three litters of potable water for each person on the lifeboats and one and half for life raft Four rocket parachutes flares, for day and night Six hand flares, for night time Two buoyant smoke signals, for day time One first aid kit in a waterproof case One waterproof electric torch suitable for signaling Morse code, with one spare set of batteries and a spare bulb One daylight signaling mirror One Jack-knife equipped with tin opener One manual pump One whistle for attracting attention One set of fishing tackle Cover to protect passengers from extreme weather condition Portable fire extinguisher Thermal protective aid for every person on board the life boat Three immersion suits Sea sickness tablet Watertight door : it is a metal door, which in case of flooding can be closed and stop the water to enter from one compartment to another Fire screen door : it is a non-combustible door, which prevents fire spreading from one place to another Fire warning system on board: Break Glass Alarm Bells Smoke Detection System Firefighting equipment: Foam; suitable for liquid fires Dry powder; suitable for electrical fires C02; suitable for electrical fires PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 47 www.gemma-management.net Water; suitable for material fires ** Water and Foam never to use for electrical fires ** What do we do when we hear alarm signal? If we are in the cabin, put on the lifejacket. If not, go directly to emergency station, carrying out all duties and awaiting further orders. (Avoid passing through the effective area) What clothes do we have to wear if we have to Abandon Ship? Warm clothes What do we do if we see someone fall overboard? Throw a life ring (or other floatable object) over the side as close to the person as you can Notify the Bridge with dialing the telephone number of the Bridge, say “Man Overboard” (Port or Starboard side). It is important for the Bridge to know which side the person went over Alert other people in the area to point at the person so they can keep an eye on the person while you’re report that person went overboard What do we do if we saw smoke or fire on board? Break the glass/manual fire alarm located nearest to the fire and notify the Bridge Attempt to fight the fire with portable fire extinguisher if the fire is small enough Close the fire screen door Keep calm in order to avoid spreading panic among passengers PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 48 www.gemma-management.net RESTAURANT KNOWLEDGE PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 49 www.gemma-management.net Definition Restaurant is a business which prepares and serves food and drinks to customers in exchange for money, either paid before the meal, after the meal, or with an open account. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of the main chef's cuisines and service models. Restaurants could be located in hotels, offices, factories or outside (not part of hotels) Type of Restaurant Restaurants may be classified or distinguished in many different ways. The primary factors are usually the food itself (e.g. vegetarian, seafood, steak); the cuisine (e.g. Italian, Chinese, Japanese, Indian, French, Mexican, Thai) and/or the style of offering (e.g. tapas bar, a sushi train or a buffet restaurant). Beyond this, restaurants may differentiate themselves on factors including speed (see fast food), formality, location, cost and service. Restaurants range from inexpensive and informal lunching or dining places catering to people working nearby, with simple food served in simple settings at low prices, to expensive establishments serving refined food and fine wines in a formal setting. In the former case, customers usually wear casual clothing. In the latter case, depending on culture and local traditions, customers might wear semi-casual, semi-formal or formal wear. Typically, customers sit at tables, their orders are taken by a waiter, who brings the food when it is ready. After eating. the customers then pay the bill. For some time the travelling public has been catered for with ship's messes and railway restaurant cars which are, in effect, travelling restaurants. (Many railways, the world over, also cater for the needs of travelers by providing Railway Refreshment Rooms [a form of restaurant] at railway stations.) In recent times there has been a trend to create a number of travelling restaurants, specifically designed for tourists. These can be found on such diverse places as trams, boats, buses, etc. 1. Ethnic Ethnic restaurants specialize in ethnic or national cuisines. For example, Chinese restaurants typically specialize in Chinese cuisine. Italian Restaurant, Indian Restaurant, Thai Restaurant, etc. 2. Fast food Fast food restaurants emphasize speed of service. Operations range from smallscale street vendors with food carts to multi-billion dollar corporations like McDonald's and KFC. If table seating is available, ordering is not done from the table but from a front counter. Diners typically then carry their own food from the counter to a table of their choosing, and afterward dispose of any waste from their trays. Drive- through and take-out service may also be available. Fast food restaurants are known in the restaurant industry as QSRS or quick-service restaurants. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 50 www.gemma-management.net 3. Family style Family style restaurants are a type of casual dining restaurants where food is often served on platters and the diners serve themselves. In some regions, alcoholic beverages are not sold at family-style casual dining restaurants. 4. Casual dining A casual dining restaurant is a restaurant that serves moderately-priced food in a casual atmosphere. Except for buffet-style restaurants, casual dining restaurants typically provide table service. Casual dining comprises a market segment between fast food establishments and fine dining restaurants Casual dining restaurants often have a full bar with separate bar staff, a larger beer menu and a limited wine menu. They are frequently, but not necessarily, part of a wider chain, particularly in the United States. 5. Fine dining Fine dining restaurants are full service restaurants with specific dedicated meal courses. Décor of such restaurants features higher-quality materials, with an eye towards the "atmosphere" desired by the restaurateur. The wait staff is usually highly trained and often wears more formal attire. Fine- dining restaurants are almost always small businesses and are generally either single-location operations or have just a few locations. Food portions are visually appealing. Fine dining restaurants have certain rules of dining which visitors are generally expected to follow often including a dress code. Type of Restaurant Service Customer service in a restaurant is an essential part of the hospitality industry. Communicating with customers, treating them with respect, answering their questions, and catering to their needs will provide them with a pleasant experience that will keep them coming back. While the food is important, making guests feel welcomed and at home is another key aspect of running a successful restaurant. Restaurants train their employees to adopt certain procedures in order to provide consistent services. These procedures can vary widely. Here are just a few different types of table service. 1. Table Service In this type of service, the guests enter the dining area and take seats. The waiter offers them waterand menu card. The guests then place their order to the waiter. The table is covered in this service.It is grouped into the following types: i. English or Family Service Here, the host contributes actively in the service. The waiter brings food on platters, shows to the host for approval, and then places the platters on the tables. The host either makes food portions andserves the guests or allows the waiter to serve. To replenish the guests’ plates, the waiter takes the platters around to serve or to let the guests help themselves. This is a common family service in specialty restaurants where customers spend more time on premise. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 51 www.gemma-management.net ii. American or Plate Service The food is served on guest's plate in the kitchen itself in predetermined portion. The accompaniments served with the food, the color, and the presentation are determined in the kitchen.The food plates are then brought to the guest. This service is commonly used in a coffee shop whereservice is required to be fast. iii. French Service In Europe especially in England, high-class table service has followed a somewhat similar pattern for several generations. This pattem involves the use of silver serving pieces, the heating and gamishing of food at a side table (or queridon) and the serving of portions to the guests on heated plates either by a waiter, his its assistant or sometimes by the host. In its most elaborate form, this service may be called "service a'la Ritz", after Cesar Ritz who founded a line of luxury hotels early in the twentieth century. In America, this service is commonly known as French service and its use is declining because at requires professional waiter before world War II most professional waiters in America has received several years' apprenticeship coupled with regular classes at professional waiter's school, leading toward becoming a commis de rang comparable to the regular American Waiter. In Europe however, a commis de rang is not considered a "perfect" waiter and can not work alone. He works with a demi chef de rang or a chef de rang tor another two or three years until he receives the status of perfect waiter or chef de rang. In French service, two waiters usually tend one station one is called chef de rang and the other, comes de rang; they are two work as a team. Each has specific duties but helps the other when needed. The duties of the chef de rang are: - Seat the guests if there is no head waiter - Take the orders of the guests - Serve all drinks - Finish the preparation of the food at the table in front of the guests. - Present the bill (check) and collect the money. The main duties of the commis are: - Receive order from the chef de rang, take them to the kitchen and order the food. - Pick up the food in the kitchen and bring the food a tray into the dining room and place it on a side table or cart - Serve the plate of food, which the chef de rang has prepared at the side table to the guest - Help the chef de rang whenever he can. The French Table Set Up Few people today eat a dinner involving many courses. Generally they consume a meal consisting of soup or a hors d'oeuvre, a main course, and a dessert. Consequently, the cover should satisfy these requirements. Place - A hors d'oeuvre plate at the guest "cover" a fraction of an inch from the table's edge. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 52 www.gemma-management.net - A neatly folded napkin to hors d'oeuvre plate. The dinner knife to be right of the plate with the cutting edge turned toward the plate. The soup spoon beside and to the right of the dinner knife. The butter plate and the butter knife (laid across the plate rallied to the dinner fork) to the left of the dinner fork. The dessert fork and spoon above the hors d'oeuvre plate as these pieces are not used until the dessert is served. The water glass (or wineglass) above the tip of the dinner knife, In French service the glasses are not placed up side-down on the table prior to felling team, because it gives European guest the impression that the dining-room is not ready to serve. (When table are set-up an hour or two a head of serving time, the glasses may be turned up side-down at the cover to prevent dust falling Into them, but before the dining room is ready to open the waiters goes around his station turning them right side-up. Since coffee is not served during the dinner, coffee spoons are placed on the table only when needed, coffee normally served after the dessert. The coffee spoon is placed to the right of the cup and on top of the underline. The Mice n place Mice en place includes all preparation previous to the opening the dining room. The conscientious waiter has everything ready and at place easily accessible for the time when it is needed. Most important is the service stand. To have the service stand clean and in best order is the first duty of Mice-en-place. Mice-en-place includes not only the cleaning and refilling of the service stand, but also the cleaning and refilling of salt and pepper shaker, spice bottles, the setting, of tables, dusting of cahlers, etc. this is all done prior to the opening of the dining-room. The Service French service differs from other services in that all food is served from a queridon (cart). The queridon, with a table cloth (queridon cloth) is kept close the queridon should be the same height as the guest table. In French service, the food is partially prepared by the chef in the kitchen, and is "finished by the chef de rang in front of the guest. Food is brought into the dining-room on an attractive silver platter by the commis de rang who sets it on the heather to keep warm. The chef de rang then takes over. First, he presents the plate to the guests to admire and approve, and next he carves the meat or bones the fish or chicken and makes the sauce or any garnishes required. The commis de rang holds each guest's plate below the silver platter while the chef de rang using both hands transfers the food which the guest selects, from the silver platter in the guest's plate or the chef de rang puts the plate on the guerdon and transfers the food from the silver platters attractively. Once the food has been arranged on the plate, the commis de rang takes the plate in his right hand and served it to the guest from the guest's right side. In French service, everything is served from the right with the exception of the butter and the bread plates, salad plates, and any other extra, dish which should be placed at the left side of the customer. Every rule has its own PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 53 www.gemma-management.net reason. To serve food from the right is much easier for the right hand. It is difficult and awake ward to serve a plate with your right hand from the left side. Soup When guest order soup, it is brought into the dining-room in silver bowl (soup tureen) and placed on the reechoed to keep warm. More soup than needed is always brought in. soup not ladled out into the guest's soup plate is brought back to the chef and reheated to serve other guest The commis also brings hot soup plates. The soup plate is then placed on an hors d'oeuvre plate with a folded napkin in between the hors d'oeuvre plate. This napkin service has dual purpose. a. It makes it possible for the waiter to carry the plate without getting burned b. It prevents the waiter from putting his thumb into the Soup The service is more attractive than placing only the regular soup plate before the guest The soup is ladied from the silver bowl (soup tureen) into the soup plate by the chef de rang and served to the guest by the commis or waiter from the right with the right hand. Main Course The main course or any other courses in French service is served in some manner as the soup course The chef de rang always does the carving, preparing, or flaming of the course, and arranges it in the guest's plate than the commis serve it. When a chateau briand steak for two person is to be served, the cooked fillet (meat) with the grand jus, potatoes, and vegetables come from the kitchen. Then the chef de rang prepares the chateaubriand served and arranges it on the guest's plate meanwhile watching the guest to see what size portion he desires. Salad is service with the main course and placed bellow the butter plate with the left hand from the heft hand side of the guest. Clearing Table Clear the table after all guest have finished eating, to clear the table while one or two guest are still eating is rude and impolite mannered, making these slow dinners feel rushed. A restaurant using French service does not look for his turn over, give the guest chance to dine slowly and to enjoy the service and the meal. Before seizing the dessert make sure that table is brushed (crumb) and that clean ashtrays are brought in. Removing the plates There is one simple technique to remove dirty plate from the table that is "The Three S", scrapes, stacks and separate were standard procedures. Partial scraping, stacking and separation of china, glassware and silver by dining room personnel is labor-saving, results in neater trays and side stand, and above all, cuts down on breakage and noise. Never stack the plates In front of the guest. As much as possible clear the table completely in one round. Going back and forth to the side stand with every plate is unprofessional and waste of time. Training any experience will give the PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 54 www.gemma-management.net smoothness and revision in clearing a table that characterizes French service. Remove the salt and pepper after the main course is cleared, they are not needed with the dessert course. iv. Russian Service Today Russian service (in America often erroneously called "French Service"), is the most popular dining-room service in all of the better restaurants and hotels in the world. As the name Implies Russian Service or originated in Russian, making its first appearance on the European continent during the Napoleon Wars. At that time, the old fashioned English service and the cumbersome French service were still the dominant types Used in Europe. In English service, food comes in whole pieces from the kitchen, presented to the guests, and then is either, cut by the host or remove and cut elsewhere. French service also has its disadvantages. True most dishes come pre cut from the kitchen, but service is made from a guerdon, placed to dinner's table. Not only this service is slow, but also requires a great deal of space. Russian service, because of its simplicity and speed, soon proved its advantages. It became the most popular and fashionable method of serving in every royal court and is now used in luxury-type restaurants. Today, English service has disappeared on the European Continent, and French Service can only be found in a few, old fashioned, high-class restaurants every The table arrangement in Russian service is identical to the arrangement for French service, but the service itself is different. In Russian service the food is fully prepared and cut in the kitchen and then neatly arranged on silver platters by the chef. These flatters are brought into the dining-room by the waiter and served the guest front these platters The waiter orders the food in the kitchen the same as in American service but when the waiter comes back to pick up the food, he receives it in silver platter rather than on serving plates. He carries the hot plates and the silver platter with the food on one large tray into the dining-room. He first sets the tray with the food, than he picks up the plates and places them before the guest from the guest's right using right hand. By doing so, the waiter goes around the table clock wise which enables him to go forward instead of backward. After the plates are placed, the waiter returns to his side stand, picks up the silver platter on his left hand and serves the guest from the left with his right hand. The reason for serving from the left side is because the Waiter must hold the silver platter on his left hand in order to use his right hand for serving the food with fork and spoon. Never serve from the right side to avoid crossing your hand and most likely dip your sleeve in the gravy. Therefore, the golden rule for Russian Service is set empty plates from the right by going around the table clockwise, served the food from the left by going around the table counter clockwise. Before food is served, it is a nice gesture to present the silver platter to the host or to the guests. This gives the guest an opportunity to see what the PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 55 www.gemma-management.net chef has arranged on the platter and most likely the beautiful arrangement of food stimulates the appetite. When serving the food, the waiter has to have a feeling regarding, the amount he serves, he can please the guest by giving him the portion he wants. Any food not served from the silver platter always goes directly back to the chef in the kitchen. In brief the principal technique of Russian Service is that every food item is brought into the dining-room, not on a plate as in American service, but on a silver platter from which it is served by the waiter to the guest's plate. This rule holds for soup service except when soup is served in a cup. If the soup is served in a sour plate, the hot soup plate is put on a hors d'ouvre plate with square folded napkin between the two plates as in French service and placed empty in front of the guest. Then the soup is brought to the guest either in a large silver bowl (soup tureen) from which it is ladle into the soup plate, this is the only occasion in Russian service, where two methods may be used. Since all work can be done alone by one waiter, Russian Service has a g advantage. Because its popularity is increasing it is used in most first class hotel and restaurant. Russian Service has many advantages in comparison to other types of services. The advantages of Russian service are: - Only one waiter is needed per station. - It is a fast service - It is less expensive than most other services - It is an elegant and high class service - No extra space is needed for equipment It guarantees equal portions because they are pre cut in the kitchen. - There is less waste because food that is not served is returned to the chef to be reused, instead of being discarded into the garbage can. - It gives the guest personal attention. But like other things in life, Russian Service is not perfect and has disadvantages: - There is a big initial investment in silver equipment. - If many guests are to be served from one silver platter, the last guest served may see a rather unappetizing serving platter. - If every guest in a party order different dish (like steak and fish) the waiter must carry to many different silver platters from the kitchen to the dining-room. 2. Counter Service Guests enjoy their foods and beverages on the counter. Counter means a long table, as a border between kitchen and guest area. Order could be served by waiter/ waitress or cooks. This service is so simple and practice (man power and time). 3. Self Service Self service also known as buffet service, a restaurant service where all courses of foods are displayed on buffet table, Beverages such as juices, ice teas, coffee and tea are provided in coffee station, Guests take foods and beverages by their own self. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 56 www.gemma-management.net Extra service could be provided by the staff (buffet boy) in restaurant area or from behind the line. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 57 www.gemma-management.net WAITER PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 58 www.gemma-management.net Definition: Waiter/s is the person who serve customers at their tables in a restaurant. Waiter/s are not only take care their customers, they are also Supportive and collaborative team player with attention to detail, passion for helping others, and ability to work well under pressure to maintain positive customer experiences and complete daily tasks. Proactive problem solver with excellent critical thinking skills. Job descriptions: • Waiter/s patrons with food and beverages in a positive and friendly manner to customer. • Provides information to help food and beverage selections. • Presents ordered choices in a prompt and efficient manner. • Maintains dining ambiance with an enthusiastic attitude. • Assist with running food to tables. • Assist with cleaning and re-setting tables. • Clean designated areas, in accordance with company procedures, including opening and closing routines and following hygiene requirements. Waiter’s Grooming Skills, experience and qualifications are important, but so is our grooming. Our appearance is a statement of who we are. Our grooming should create a professional image at work and we have to be attentive to our appearance and posture. Grooming is the combination of style and discipline. It is to project an image of organization’s culture and ethics to our esteemed costumers which is our guests. It also enhances the personality of employee, character of an organization and value of the company. First impression that will create lasting impression. It is also essential to make ourselves feel good and confident. If we feel good about ourselves, everything goes better. We can keep ourselves looking fresh and professional by paying a good attention to: a) Our dress and/or uniform b) Our hair c) Make-up d) Nails e) Breath f) Body Fragrance g) Expression and Body Language Here are some grooming tips that might be useful for us who work in a hotel or any hospitality industry PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 59 www.gemma-management.net Hotel’s General Grooming Policy: a) Hair: Clean, trimmed and neatly combed or arranged. b) Facial Hair (men only): Freshly shaved, mustache or beard neatly trimmed. c) Fingernails: Neat, clean and trimmed. d) Breath: Beware of foods which may leave breath odor. Beware of tobacco, alcohol and coffee odor. Use a breath mint if needed. e) Body: Freshly bathed/ showered. Use deodorant. f) Make-up (women only): Use sparingly and be natural looking. g) Perfumes/Colognes/After-Shave: Use sparingly or none at all. Your scent should not linger after you leave. Personal Hygiene and Sanitation Every hotel employee has to really pay a good attention to his/her personal hygiene and self sanitation, outside or within the working environment. Here’s how: 1) Shower twice, daily. 2) Use deodorant or perfume fairly, our scent should not linger after we leave. 3) Shave or remove facial hair daily for male associates. 4) Shave legs and underarms for female associates. 5) Brush our teeth periodically during shower, after each meal and after having some cigarettes. Use mouth freshener if necessary. 6) Maintain our health by checking up to a doctor periodically. 7) Wash our hands after each activity, especially after going to the toilet, before and after each meal and cigarettes, and before going back to our activities. Washing our hands is also very important before we handle any foods. 1. Uniform and Name Tag Uniform is our company’s identity that we have to represent positively. We need to keep our uniform clean, tidy and free of stains and tears. Nametags make life easier for our guests and for our fellow associates. To guests, our nametags show that we are someone they can ask for assistance. To fellow employees, it helps create a positive environment when we call each other by name. 2. Hair Our haircut must always be properly maintained in a neat condition. We need to shampoo at least once every couple of days and most importantly, we need to keep our natural hair color. Other things that we need to consider are: 1) Utilization of hair wig is not allowed. 2) No hair-doing in the working area, especially not in front of our guests. 3) Hair bangs must be kept above eye-brows, no hair covering your eyes. 4) Hair accessories must be kept simple and black in color. 3. Shoes, Socks and Hosier 1) Simple plain black socks and hosieries. 2) Plain black lace style or plain black slip-on style shoes with low heels. 3) Non-slip sole to avoid injury. 4) No sandals, open toed or strap shoes are permitted. 5) Well-polished shoes at all time. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 60 www.gemma-management.net 4. Belt Only plain simple black leather belts are allowed. 5. Nail Only clean, trimmed and well-manicured finger nails are allowed. 1) Nail longer than the fingertips are not permitted. 2) Artificial nails and nail arts are not permitted. 3) Only clear or natural nail polish is permitted. 6. Make Up 1) Present a polished, professional, five-star image. 2) Look natural, be well applied, with no garish colors. 3) Earth and Natural Color is highly recommended. 7.Teeth Braces Only clear and silver braces are allowed. 8.Eye Glasses and Contact Lenses Only plain simple black, brown or silver framed eyeglasses with clear lens are permitted, as well as only clear contact lenses are too. 9.Jewelry Hotels or hospitality industries usually make the rules on jewelry: 1) Wedding & engagement ring is permitted 2) One additional regular ring also permitted 3) Simple in model 4) Plain, no stone/ diamond/ other additional material 5) Gold, silver, or its combination color only. 6) Large bulky rings & rows of rings on each hand are not permitted 7) Toe rings are not permitted 10.Tattoo and Piercing Visible body piercing and tattoo are not permitted. Face or tongue or other visible body piercings must be removed before commencing every shift. Companies and organizations in the field of hospitality expect that their whole employees will demonstrate their understanding on “how to keep our personal appearance always neat and clean“. This demonstration shall improve our selfconfidence as employees as well as our concerns on personal cleanliness and hygiene, especially for food handlers. RESTAURANT ORGANIZATION CHART A restaurant organizational chart is a diagram that shows the structure of a restaurant's staff and their roles. It outlines the hierarchy and relationships among different positions within the restaurant, from top management to frontline employees. This chart helps everyone in the restaurant understand their roles, responsibilities, and who they report to, PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 61 www.gemma-management.net promoting a clear and organized work environment.Organization chart in a restaurant is depend of restaurant capacity; turn over and type of service that is applied in restaurant. Here example of organization chart below: Restaurant Manager Assistant Restaurant Manager Restaurant Supervisor Restaurant Supervisor Waiter/ss Waiter/ss Waiter/ss Waiter/ss Assistant Waiter/ss Assistant Waiter/ss Assistant Waiter/ss Assistant Waiter/ss Restaurant Supervisor/ Manager: A restaurant Supervisor or manager can have a broad range of responsibilities that typically include supervisory and customer facing roles. A restaurant Supervisor or Manager typically manages all aspects of a restaurant's operation. They manage a team of restaurant employees including servers, bartenders, hosts, and food preparation staff. They ensure customers receive excellent service and great food, and that they have a memorable quality experience. Depending on the type and size of the restaurant, they may work alongside other restaurant staff, hosting, taking drink and food orders, serving customers, or cleaning tables. In smaller establishments, a restaurant manager might report to the owner, but in larger businesses or hospitality venues, they might report to a general manager. Other responsibilities might include: • • scheduling restaurant staff and delegating tasks hiring, training, and managing restaurant staff, PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 62 www.gemma-management.net • • • • • • • • • • • • • • • • • • • • • • • ordering food, alcohol, and cleaning supplies supervising the preparation, display, and delivery of food and drinks ensuring prompt and friendly customer service maintaining quality and service standards ensuring all staff are knowledgeable about menu offerings and individual ingredients educating staff about potential food allergies and how to make customers aware of these ingredients maintaining good relationships with suppliers meeting quarterly budgets and quotas reducing operational costs increasing productivity ensuring all staff follow strict personal safety, food safety and food storage guidelines supervising and maintaining restaurant cleanliness to meet regulatory sanitation and hygiene standards managing inventory interacting with restaurant guests to get satisfaction and improve customer service responding to customer feedback and resolving conflicts effectively operating the point-of-sale system, processing payments, and issuing gift cards arranging group events and ensuring the restaurant and staff meet service and food expectations catering for VIP guests authorizing refunds or other equivalent options assisting in the development of menu offerings and changes based on costs and customer preferences creating innovative promotions and designing marketing materials chairing weekly staff meetings to motivate staff and ensure they are all meeting restaurant standards and expectations handling staff payroll, vacation requests, and other administrative duties related to restaurant operations. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 63 www.gemma-management.net RESTAURANT HYGIENE AND SANITIZE PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 64 www.gemma-management.net Restaurant hygiene is incredibly important for successful restaurant operations. This is due to the fact that foodborne illnesses from bacteria and viruses could lead to major problems Hotel’s Generic Grooming Policy: temperature zones where germs and bacteria are more likely to spread, and avoiding cross contamination (such as mixing raw meat with cooked vegetables, etc.). • • Maintain fire safety: Clearly communicate fire exits to staff and guests, and keep fire handling equipment like extinguishers in easily accessible, visible locations Ensure optimal working conditions: Make sure employees have the space they need to do their jobs safely, maintain healthy air quality and temperature, and provide employees with personal protective equipment for protecting themselves from risks like burns and cuts. Restaurant Cleaning Daily: • Sweep kitchen, pantries, walk-in fridges, and hard floor surface areas. • Clean floor mats with a hose, then spray with cleaner, and hang to dry. • Mop hard floors with sanitizer. • Immediately clean spills and splatter off floors, walls, ceilings, and surfaces. • Clean and sanitize countertops and all equipment surfaces. • Clean and sanitize food prep surfaces before and after preparing food. • Wash dirty dishes with warm and soapy water, then rinse and sanitize them before drying them. • Clean and sanitize meat and cheese slicers. • Clean and sanitize stovetops and cooking surfaces. • Wash reusable cleaning cloths, towels, aprons, and other laundry items. • Discard expired food and move soon-to-expire food forward. • Empty trash, recycling, and organic waste. • Clean, sanitize, and restock restrooms. • Clean menus. Personal Hygiene Our restaurant employees are very important in preventing the spread of germs and bacteria, and that starts with good personal hygiene practices. Staff should be properly trained to be aware of hygiene habits they may not be aware of, but that could negatively impact the safety standards at the restaurant. It’s important to mandate strict hygiene standards for restaurant staff members, whether they’re cooking food in the kitchen, handing menus to diners, or bringing food to tables. These include: • Washing hands frequently and properly with hand soap and water for at least 20 seconds, including but not limited to after touching one’s face, after touching personal items like cell phones, after getting hands dirty with food, after going to the bathroom, after petting an animal, after handling cash or plastic forms of payment, PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 65 www.gemma-management.net after handling dirty dishes, before preparing food, after coughing or sneezing, and after shaking someone’s hand • Covering the nose and mouth with a tissue or bent elbow before sneezing or coughing • Avoiding touching their face • Staying home if sick • Practicing good personal hygiene, such as showering regularly Poor personal hygiene practices can decrease trust diners have in your restaurant operations, including the back of house ones they can’t see. Pest Control There’s a risk of insects and other pests infiltrating your space. Pests can shut down restaurants and destroy reputations, so proper precautions are key.To prevent the pets, we have to: • • • • • • • • • • • • • • • • Plant trees at least 8 feet away and shrubs at least 3 feet away from the restaurant building. Screen windows, doors, and exhaust vents. Refrigerate food when it’s not in use. Immediately clean up food and drink spills. Frequently remove debris from drains, the floor, and wall intersections. Keep at least 100 feet of space between the kitchen and trash disposal area. Regularly clean the exterior of your restaurant, and remove dirt and litter. Keep windows and doors closed as often as possible. Quickly repair or replace worn-out structures and cracked tiles. Regularly sweep and mop floors. Remove clutter, especially from areas near food. Frequently empty and wash waste bins. Clean areas around furniture. Fix plumbing leaks and leaking faucets. Use non-chemical and chemical treatments to kill insects, rodents, and lizards. Hire an exterminator to inspect your restaurant on a regular basis. Maintaining a clean restaurant is an essential part of business. t’s important to follow restaurant best practices for cleaning, properly train staff, and conduct regular audits to ensure you continually keep your restaurant clean and free of hazards. Using a checklist can make things easier. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 66 www.gemma-management.net RESTAURANT EQUIPMENT PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 67 www.gemma-management.net Usage of restaurant equipment has to be well trained and know how to use them. It is very important for the efficiency and quality of the service. The storage of all equipment has to be in place and dry and always report to the supervisor before leaving the duty. The procedure of storage always follows the USPHS standard. Chinaware - Plate: Dinner Plate, Dessert Plate, B&B Plate Saucer: Coffee Saucer, Demitasse Saucer, Soup Saucer Cup: Coffee Cup, Demitasse Cup, Soup Cup Bowl: Cereal Bowl, Pasta Bowl, Compote Bowl, Finger Bowl Escargot Dish, Tea Pot, Coffee Pot, Egg Stand, Flower Vas, Cream Jug, etc PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 68 www.gemma-management.net Silverware 1. Cuttleries - Knife: Dinner Knife, Dessert Knife, Steak Knife, Fish Knife, BSB Knife - Fork: Dinner Fork, Dessert Fork, Steak Fork, Fish Fork, Shrimp Fork, Fork, Cake Fork - Spoon: Dinner Spoon, Dessert Spoon, Soup Spoon, Tea Soon Demitasse Spoon, Long Tea Spoon 2. Holloware - Water Pitcher Cream jug Sauce Boat Ashtray Flower Vas PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net - Egg Stand Table No Finger Bowl Tea Pot Coffee Pot 69 www.gemma-management.net Glassware 1. Stem Glass - Water Goblet - Champagne Glass - White Wine Glass - Red Wine Glass Brandy Glass Etc 2. UnStemed Glass - Shot glass - Old fashioned glass - Juice glass - Hi ball glass - Collin glass Zombie glass Beer mug Etc Linen - Table Cloth - Moulton - Napkin - Glass Cloth Chair Cover Furniture - Side Stand - Table - Chair Gueridon Other - Tray - Tray Stand - Food Cover etc PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 70 www.gemma-management.net NAPKIN FOLDING Napkin folding in a type of decorative folding done with a napkin. It can be done as or as a hobby Napkin folding is most commonly encountered as a table decoration in fancy restaurants. Typically, and for best results, a clean, pressed, and starched s cloth finen or cotton) napkin is used. There are variations in napkin folding in which rectangular napkin, napkin ring, a glass, or multiple napkins may be used. 1. 2. 3. 4. 5. 6. 7. 8. 9. Butterfly Crown or Banana Bird of Paradise Mexican Fan Sphinx Bishop’s hat Arrowhead or cone Tulip Cone 1. Butterfly PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 71 www.gemma-management.net 2. Crown or Banana folding 3. Bird Of Paradise PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 72 www.gemma-management.net 4. Mexican Fan 5. Sphinx/ Pyramid PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 73 www.gemma-management.net 6. Bishop’s hat 7. Arrowhead PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 74 www.gemma-management.net 8. Tulip 9. Cone PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 75 www.gemma-management.net FOOD KNOWLEDGE PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 76 www.gemma-management.net Basic Food Knowledge As a waiter you are responsible not only for serving food but also explaining of how the dishes are prepared. This way , you can assist the guests in making a choice and assist them with an answer when they ask anything about the menu. Hence, the upselling would commence quite easily. Categories Of food Food on a menu fall into several general categories. The following is the food categories either based on courses or classification: 1. Appetizer (Hors d’oeuvre) is a savory food item served before meal to stimulate appetite. This can be cold or hot appetizer. 2. Soup is the second course after appetizer. is a primarily liquid food generally served warm (but may be cool or cold). • A common type of broth is consommé, which are crystal clear broths or stock that have a full flavor, aroma, and body. • A potage is a category of thick soups, stews, or porridges, in some of which meat and vegetables are boiled together with water until they form into a thick mush. chowders are thick soups usually containing some type of starch. . • Cream soups are a dairy based soup. Bisques are heavy cream soups traditionally prepared with shellfish, but can be made with any type of seafood or other base ingredients 3. Salad is a dish of mixture of raw or cooked vegetable, usually seasoned with the dressing. There are two kind of salads green salad and compound salad. Salad can be served as the third course after soup or as a main course . Salads may contain vegetables, fruit, cheese, cooked meat , eggs, cured meat, grains, seeds and nut. There are some leafy vegetable that commonly used as underliner of the salad such as Boston lettuce, romaine , iceberg, radicchio, endive, red oak lettuce, spinach, arugula, cabbage and etc,. Dressing is a sauce that comes with salad. There are many kinds of dressings, and here are some well known dressing: • French dressing : (oil, vinegar, and tomato ketchup) • Blue cheese dressing ( oil, vinegar, cream and blue cheese) • Italian dressing (oil, vinegar, chopped onion, parsley, chives and garlic) • Thousand island dressing (mayonaise, tomato ketchup, chopped pickles, paprika, onion and parsley) • Russian dressing (mayonaise and tomato ketchup) • Green goddess dressing (mayonaise, onion,pickles and pressed cucucmber) • Caesar dressing (oil, vinegar, butter, garlic, mustard and egg yolk) • Ranch dressing ( mayonaise, garlic, onin and cheese) 4. Main course (Entree) is a main dish of all other courses in a set of menu composition, usually built around vegetables, meat, poultry, game or pasta dishes. There are many different type of meat that served on the cruiseline or restaurant daily menu. They are beef, pork, lamb and veal. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 77 www.gemma-management.net 5. Desserts is the closing course after main course. It is usually a variety of sweet such as pastries, cakes, ice cream, fromagerie and etc. Fromagerie is refers to the artisant cheese. Primarily found on formal menus. It is served as a dessert. Fromageries always served with cracker, chutney, dried fuit and nut. Type of bread and roll Bread is served during breakfast, lunch and dinner. Bread that is served during breakfast usually kind of toast bread such as : • white toast, whole wheat toast, rye toast, english muffin, and bagel. There are also croissant and sweet roll served during breakfast. Danish and sweet muffin are the sample of the sweet roll. Meanwhile the bread and roll that we serve during lunch and dinner has more variation. we serve different kind of bread either slice or roll on the bread basket. Below are the name of bread we serve at lunch and dinner time such as : multigrain, Rye Bread, Nordlaender, Black & White baguette, Ciabatta, brioche, focaccia, pumpernickel, sourdough, etc Food Accompaniment and Condiment There’s a difference between a condiment and an accompaniment. Condiment is sauce or relish that you put into a container and serve pre-made, accompaniment is complementary addition to the main ingredient of a meal. The following list provides the generally accepted condiment and accompaniment served with various kind of food. Breakfast item : • • • • • • • Egg : salt, pepper and ketchup (please, offer some toast) Toast : jam and butter Bagel : smoked salmon/ lox, cream cheese, slice onion, capers and lemon wedge • French toast: syrup Pancake and waffle : syrup and butter Hot cereal : hot milk, brown sugar and raisin Cold cereal : cold milk and slice of banana Tomato juice : lemon wedge Appetizer : • • • Seafood cocktail : lemon, cocktail sauce Fresh fruit : cream, sugar , lemon Melon : lemon or lime Soup : • • • General : cracker Minestrone : parmesan cheese French onion soup : cheese crouton Fish/ Seafood : • • grilled : lemon or melted butter breaded and fried: lemon and tartar sauce Salad : • balsamic and olive oil or dressing PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 78 www.gemma-management.net Entree : • • • • • roast beef : horseradish pork/ ham : apple sauce lamb : mint sauce/ mint jelly turkey : cranberry sauce pasta : grated parmessan cheese Vegetable : • • corn on the cob : extra butter , salt and pepper baked potato : sour cream, bacon bit, and chive Short order : • • Hamburger, hotdog and french fries: ketchup, mayonnaise, and mustard Pizza : ketchup and tabasco PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 79 www.gemma-management.net DIETARY RESTRICTION AND FOOD ALLERGIES PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 80 www.gemma-management.net As a waiter we must be able to help guests with their needs that related with food order. Especially if the guests have a special dietary restriction or allergies. Below is a basic outline to provide some knowledge into the most common restrictions and allergies. As most of the religions and food restrictions are so vast and complex, this information is only a brief guide. Religious Dietary Practices Judaism (kosher) Jewish dietary laws are known as Kashrut, and are among the most complex of all religious food practices. The term Kosher means fit and describes all foods that are permitted for consumption.A Kosher kitchen is divided into separate sections one for dairy, meat and pareve. Different sets of utensils, pots, pans, plates, knives, chopping boards are used in each section of a Kosher kitchen. If your kitchen is not normally used for kosher food, it would be well advised to source a local Kosher caterer to provide a certified kosher meal for the guest. They would provide Kosher utensils, cups, plates for the occasion. The meal can easily be re heated in an oven or microwave but must be keep covered so the guest can see the rabbinic certifications seal is intact. Many Jewish people practice some or all of these restrictions in various degrees. It would be best to inquire as to what if any restrictions they have. • No pork, and shellfish. • Fish is acceptable as long as it has fins and scales. • All animals with split hooves and which chew the cud (including sheep and cows) • Refrain from eating meat and dairy products at the same meal • No wine, unless its kosher wine • All meat has to be prepared by a qualified kosher butcher (SHOCHET) • If meat was eaten in the same day, one must wait six hours before consuming any dairy products 1. Muslims This religion has various food restrictions according to their own dietary laws, which are Halaal. During the holy month of Ramadan, Muslims are not allowed to eat from dawn to sunset. However young children, pregnant women and the sick are often exempted. As similar to other religions, it would be advisable to enquire as to what restrictions the guest has. o Carnivorous animals are not permitted. o All pork and pork products are totally forbidden. o Sea animals which do not have fins or scales are considered undesirable by some Muslims. o Alcohol in any form is not permitted. o Utensil must be seperatly with halal and non halal food. 2.Hindu Most Hindus do not eat meat ( strict Hindus are vegetarians) and none eat beef since the cow is sacred to them. 3. Buddhist Strict Buddhists are vegetarians and their dishes vary since many live in India and China, where available foods will be different. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 81 www.gemma-management.net 4.Vegetarian a) Lacto-ovo Vegetarians eat dairy foods and eggs as well as plant foods. They do not eat Meat and Poultry b) Lacto-vegetarian eats dairy foods and plant foods. They do not eat Eggs,Meat and Poultry c) Vegans eat only plant foods and products. They do not eat any Meat,Poultry,Eggs and Dairy products PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 82 www.gemma-management.net MENU KNOWLEDGE PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 83 www.gemma-management.net Definition A menu is a list of food and beverages from which customers can choose when ordering dishes in a restaurant and other esthablisment serving food and drinks. Menu refer to list that provide information regarding the different dishes offered in the restaurant and their respective prices. It breaks down the list into varying categories to make it easier for customers to identfy and understand the available options. Type of Menu 1. A’la Carte Menu “A la carte” is a French term that translates to “on the card.” In the context of dining out, each dish on the menu is priced and ordered separately rather than being part of a set meal or package. It allows the customer to have more control over their dining experience and order only what they want to eat, rather than being limited to a fixed menu. Ala carte menu pricing can vary depending on the ingredients, preparation, and presentation of each dish, and it is typically higher than the price of a set menu or package. A la carte menus are commonly found in high-end restaurants with table service; and offer a wider variety of dishes to cater to different tastes and preferences. 1.1 Characteristics of an A’la Carte Menu: • • • • • • An a’la carte menu allows customers to order each dish individually rather than selecting from pre-set menus or meal packages. The prices of dishes are listed separately, and customers even choose how many dishes they want to order. A la carte menus typically offer numerous options, including either appetizers, entrees, or desserts. Customers can even customize their orders by choosing different side dishes or substitutions for ingredients. A la carte menus are common in restaurants specializing in high-end cuisine or offering a range of international dishes. The dishes on an a la carte menu may be more expensive than those on a set menu because customers pay for each item rather than a package deal. 1.2 Advantages of an A’la Carte Menu • • More flexibility for customers: With an a la carte menu, customers can choose exactly what they want to eat and how much they want to spend. They can customize their meal to their liking and choose dishes that fit their dietary restrictions or preferences. Greater variety of options: A la carte menus typically offer a wide range of options, from appetizers and entrees to sides and desserts. This can be especially PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 84 www.gemma-management.net • • • appealing to customers wanting to try different dishes or looking for a specific type of cuisine. Higher quality ingredients: Restaurants offering a la carte menus use fresh ingredients to prepare each dish. Since customers pay for each item individually, restaurants are motivated to use the best possible ingredients to ensure customer satisfaction. More control over spending: Customers on a budget may find that a la carte menus are more cost-effective because they can choose which items to order and how much they want to spend. It can be helpful for groups with varying appetites or dietary requirements. Opportunity for upselling: A la carte menus can be an excellent way for restaurants to increase revenue by upselling customers on additional items or upgrades. For example, a server might recommend a unique appetizer or dessert to complement a customer’s meal. 1.3 Disadvantages of an A’la Carte Menu • • • • • Higher costs: Because customers pay for each dish individually, one of the main disadvantages of an a la carte menu is that it can be more expensive than other types of menu. It may put off customers on a tight budget or looking for a more affordable dining experience. Longer wait times: Since each dish on an a la carte menu is prepared separately, it can take longer for customers to receive their food. It can be a drawback for customers in a hurry or dining with large groups. Complexity: A la carte menus can be more complex and challenging to navigate than other menus. Customers may feel overwhelmed by the full options or need help deciding what to order. Inconsistent portion sizes: Inconsistent portion sizes: Because each dish on an a la carte menu is priced separately, restaurants may vary the portion sizes to maximize profits. Customers who believe they are not getting a fair deal or who are accustomed to consistent portion sizes may find this frustrating. Difficulty coordinating dishes: When customers order from an a la carte menu, it can be challenging to coordinate dishes so that everyone at the table receives their food simultaneously. This can be a challenge for larger groups or when ordering multiple courses. Example : PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 85 www.gemma-management.net 2. Table d’Hote Menu A table d’hote menu, often known as a prix fixe menu, is a fixed menu that offers a limited number of courses for a given price, where customers must pay the whole amount of the set price for the offered course. Similar to french classical menu, table d hote menu also have its root in traditional French cuisine. The phrase “Table d’Hote” is derived from French and means “the host’s table,” signifying that the food is offered communally. Table d’Hote menus usually include an appetizer, soup, meal, dessert, and beverage. he chef usually creates the menu, and the meals are designed to complement one another. The Table d Hote menu is frequently employed for special occasions, parties, or fine dining experiences, allowing the restaurant to provide a comprehensive dining experience at a fair price. 2.1 Characteristics of Table d’Hote menu: o Fixed price: Table d’Hote menus provide a whole meal at a fixed price, regardless of the dishes ordered. This menu is less expensive than buying individual dishes from an A la carte menu. o Limited options: Table d’Hote menus include a fixed number of courses with limited alternatives. The objective is to provide consumers with a PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 86 www.gemma-management.net comprehensive eating experience by preparing a pre-planned group of foods that complement one another. o Communal dining: Table d’Hote meals are frequently served at community tables, where customers eat together and share the same dining experience. It stimulates social contact among diners and fosters a sense of community. o Seasonal ingredients: Table d’Hote menus frequently include meals produced with seasonal ingredients, which might vary depending on the season. This allows chefs to highlight local ingredients and create a meal that is both fresh and seasonal. o Culinary expertise: Table d’Hote menus are created by professional chefs who thoroughly understand taste combinations and cooking processes. They apply their knowledge to produce foods that are not only tasty but also visually beautiful. 2.2 Advantages of Table d’Hote menu: o Cost-effective: Table d’Hote menus provide a whole meal for a set price, which can be less expensive than ordering individual dishes from an A la carte menu. o Cohesive dining experience: Table d’Hote menus include a pre-planned group of meals designed to complement each other, resulting in a unified eating experience. o Seasonal ingredients: Table d’Hote menus frequently incorporate dishes cooked with seasonal ingredients, allowing chefs to highlight local food while creating a fresh and savory meal. o Communal dining: Table d’Hote meals are frequently served at communal tables, stimulating interaction among diners and fostering a sense of community. 2.3 Disadvantages of Table d’Hote menu: o Limited options: Table d’Hote menus provide a restricted number of alternatives for each dish, which may not appeal to clients who desire a more personalized dining experience. o Dietary restrictions: Table d’Hote menus might not be able to suit customers with special dietary restrictions or allergies. o Lack of flexibility: Table d’Hote menus lack the flexibility of A la carte menus, which allow consumers to select individual courses at their leisure. o Time constraints: Table d’Hote meals are frequently provided within a set time limit, which might not be practical for all guests. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 87 www.gemma-management.net Example : 3. Difference between A’la carte and Table d’Hote menu The primary distinction between a’ la carte menu and table d’hôte menus is how the items are presented and priced. Check the below comparison between those 2 types of menu. A’la carte menus: Customers can enjoy a variety of dishes he/she likes. Each dish is ordered individually and priced separately More expensive than table d hote menu. Table d’Hote Menus: Customers have limited choice of dishes and side dishes • • • • Offer a set price for an entire multi-course dinner, independent of the dishes chosen. Each course has a limited number of alternatives. Provide a more unified dining experience by pre-planning a series of courses that complement one another. Less expensive than a la carte menu PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 88 www.gemma-management.net The fundamental distinction between A la carte and Table d’Hote menus lies in the flexibility and cost. A la carte menus provide more options and a more personalized eating experience, but they might be more expensive. Table d’Hote menus provide a more unified eating experience at a fixed price, giving it a more economical choice for those seeking a full meal. 4. Breakfast Menu Breakfast is the breaking of the fast after a long night sleep served in every hotel restaurants sometimes only as breakfast or as a brunch which is breakfast and lunch together. 1. Continental Breakfast The traditional Continental BF consisted simply of hot croissant, brioche or toast, butter and preserves and coffee as the beverage. The current trend in the continental BF menu is towards offering a wider variety of choices. 1.1 Continental Breakfast Menu: • • • • Choice of Fresh Fruit Juice Choice of Assorted Bread (toast, croissants, rolls, brioche, muffins etc) Served with Preserves (Jam, marmalade), Honey Beverages (Tea / Coffee / Chocolate) 1.2 Continental Set-up: • • • • • • • • • • • Juice glass with coaster Sideplate B n B Knife Napkin Bread Basket Butter Dish on a doily on a side plate Preserve Dish on a doily on a side plate Coffee cup and saucer with a teaspoon Sugar racks Tea pot Milk /creamer Jug 2. English or Full Breakfast The full or English breakfast is a more elaborate meal and requires more preparation in the dining room before service than other meals. The menu may consist of from two to eight courses. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 89 www.gemma-management.net 2.1 English Breakfast Menu: • Choice of fresh Fruit Juice (orange, pineapple, tomato) • Cut Fruits (grapefruit, melon, papaya, pears, bananas) • Stewed Fruits (plums, apples, figs, prunes) • Choice of Cereals (Muesli, Porridge, Rice flakes, wheat flakes etc) Sen/ed with hot/cold milk • Fish: (Boiled, Grilled, Poached, Steamed – Sole, Herring, Haddock) • Eggs: (Fried, boiled, poached, plain or savoury omelette) • Meat: (Bacon, Sausages, Salami etc – fried or grilled) • Choice of Assorted Bread (toasts, brioches, croissant, rolls, brown bread Served with butter and preserves (honey, jam, marmalade) • Beverages: (Tea, Coffee, Hot Chocolate, Milk, Horlicks, etc) 2.2. English Breakfast set-up: • Juice glass with coaster • Dinner Knife and Fork • Soup Spoon • Dessert knife and Fork • Side-plate • B n B Knife • Napkin • Bread Basket • Butter Dish on a doily on a side-plate • Preserve Dish on a doily on a side-plate • Coffee and saucer with a teaspoon • Sugar racks • Tea pot • Milk/creamer jug • Cereal Bowl • Jug/glass of cold milk • Salt and Pepper Cruet 3. American Breakfast The American Breakfasts also offers multiple courses as a part of the meal, and Is similar to an English Breakfasts, except that American Breakfast does not offer any fish dish on the menu. 3.1 American Breakfast Menu • • • Choice of fresh Fruit Juice Or Cut Fruits Or Stewed Fruits Choice of Cereals (Rice flakes, wheat flakes etc) PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 90 www.gemma-management.net • • • • • Served with hot/cold milk Eggs (Fried, boiled, poached, omelette) Meat (Bacon, Sausages, Salami etc) Choice of assorted bread Served with butter and preserves Beverages (Tea, Coffee, Hot Chocolate, Horlicks etc) 3.2 American Breakfast set-up: Dinner Knife and Fork Dessert Knife and Fork Soup spoon Sideplate B n B Knife Napkin Bread Basket Butter Dish on a doily on a side plate Preserve Dish on a doily on a side plate Coffee cup and saucer with a teaspoon Sugar racks Tea pot Milk /creamer jug Cereal Bowl Jug of cold milk Salt and Pepper Cruet 4. Buffet Breakfast • • • • • • • • • • • • • • • • A buffet means a counter or long table with a variety of food for informal eating. The variety food is cold and hot, it usually presented on long, narrow, stainless steel steam tables. There is usually a set price for this type of meal and you can eat as much as you want also the guest serve by themselves. Many hotels will offer breakfast buffets to their guests with the menu usually the same across them all. Hotel breakfast buffets will usually be served over a period of around five hours. In the same way that a restaurant needs to serve consistent dishes over an entire dinner service, a hotel kitchen should be serving breakfasts of the same quality whether it’s 6 am or 11am. 5. Door Knob Menu A doorknob menu lists a limited number of breakfast items and times of the day that the meal can be served. Guest will fill the form with menu that they pick, the time to be delivered in the day or night before. They will hang the menu in front of the door. The waiter staff usually collect it at midnight. Some Hotel industries provide only continental breakfast. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 91 www.gemma-management.net PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 92 www.gemma-management.net CARRYING TECHNIQUE PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 93 www.gemma-management.net Delivering food and beverage to the table is the core job of a server. Proper carrying techniques are essential for safety, efficiency, and customer service. Here are several techniques for carrying plates in a safe and proper manner: Tray Held with the left arm at elbow height: In this way, the right hand is free to help avoid obstacles, open the door, or carry another dish for example: The tray is covered with napkin or tray cloth to keep the items from sliding. Held with the left arm at shoulder height: The rim of the tray resting on the shoulder and leave the right hand free the balance. When loading a tray be careful how do you dispose the objects: The heavier objects must be set closer to the body tan the lighter ones so as not to unbalance the tray. Or the heavier items are placed toward the middle and smaller, lighter ones around the edge or on the top of the larger ones. When carrying a breakfast tray on the shoulder: notice that the coffee and tea pots are not facing outward to avoid the eventual surplus from pouring onto the tray or down the waiter's neck Bottles should not be carried on a tray. 1. Glasses The glasses are carried by the stem during set up. The glasses are upside down: the stem between the fingers the based flat against the palm of the PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 94 www.gemma-management.net hand. During a service period however all glassware should be carried on a tray covered by tray cloth or on a service salver. The cloth keeps the glasses from sliding when carrying tumblers and larger glasses during preparation period. They may be carried upside down on a tray or service salver with napkin on it to prevent dust getting into them. 2. Plate Service The plates are earned by their extreme rim this is for hygienic reasons. Holding 3 plates: The 1st plate : take the first plate in the left hand between the thumb and the index finger prepare the other 3 fingers to receive the 2 plate. The 2nd plate : is placed on the little finger and the ring finger, the fir being supported by the index and the middle finger. The 3rd plate : The 3rd plate in the right hand. Carrying 4 plates A waiter can carry 4 plates with a little practice with the thumb, the index finger and middle finger he carries 2 plates. The 3 plate is placed on the upper side of the hand and is held back by the little finger and eventually the ring finger. Carrying a stock of hot plate On the left forearm protected against the heat by the service cloth. Supported by the left hand and steadied by the left arm. Hold the pile against the body. If necessary, the right arm can help to hold the stack or can carry PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 95 www.gemma-management.net another dish, for example a sauce boat on an under flat. Draw attention on the thumb that keeps the spoon from falling. The right arm can be free to help avoid the obstacles, toopen a door, etc. 3. Clamp It is used to serve the customer directly with the right hand by taking between the service spoon and fork a portion of a dish that is served onto the customer's plate. The clamp is only used when only one hand is free the left one holding the platter. - Slip the handle of the spoon between the middle and the index. In this stage draw the attention to the fact that the ring finger blocks the handle of the spoon - The fork is placed on the index. The two handles are wedged against the bott of the thumb in the hollow of the hand. - And blocked by the thumb. Draw attention to the fact that the ring finger blocks both handles. - By withdrawing the index the clamp closes. - Slip the index between the spoon and the fork to open the clamp. In using the clamp there are special points should be considered: - Use a clean set of service spoon and fork for each dish and do not use them again to serve another table. - Do not use a fork without a spoon (except in rare instances: i.e in serving smoked salmon, etc). - Never use two spoons. - Never use the same spoon and fork for both potatoes and vegetables or other item. - When using the service spoon and fork, take care in lifting food that the portion does not slide out from the customer's plate. - Always present a dish to the host for his approval before serving guests and show it is the dish he ordered. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 96 www.gemma-management.net RESTAURANT PREPARATION PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 97 www.gemma-management.net Preparing Condiments A condiment is a spice, sauce or other food preparation that is added to foods to impart a particular flavor, enhance its flavor or in some cultures, to complement the dish. The term originally described pickled or preserved foods, but has shifted meaning over time. Many condiments are available packaged in single-serving Packet (container) like mustard or ketchup, particularly when supplied with take-out or fast-food meals. Condiments are usually applied by the diner. Condiments are sometimes added prior to serving, for example a sandwich made with ketchup or mustard. Some condiments are used during cooking to add flavor or texture to the food; barbecue sauce, teriyaki sauce, soy sauce, marmite are examples. The term condiment comes from the Latin condimentum, meaning "spice, seasoning, sauce" and from the Latin condere, meaning "preserve, pickle, season" A condiment is an edible food, such as a sauce, that is added to some foods to impart a particular flavor, enhance its flavor or in some cultures, to complement the dish. The term originally described pickled or preserved foods, but has shifted meaning over time. Many diverse condiments exist in various countries, regions and cultures. This list includes notable worldwide cor ments. 1) Tomato Ketchup Ketchup is a sweet and tangy sauce, typically made from tomatoes, vinegar, a sweetener, and assorted seasonings and spices. Tomato ketchup is often used as a condiment with various dishes that are usually served hot, including chips/fries, hamburgers, sandwiches, hot dogs,french toast, eggs, and grilled or fried meat. Ketchup is sometimes used as a basis or ingredient for other sauces and dressings. 2) Chutney Chutney (also transliterated chathey or chatni) is a family of condiments associated with South Asian cuisine made from a highly variable mixture of spices, vegetables, or fruit. The word "chutney derives from the Sanskrit word cat nf, meaning to lick 3) Olive Oil PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 98 www.gemma-management.net Olive oil is a fat obtained from the olive (the fruit of Olea europaea, family Oleaceae), a traditional tree crop of the Mediterranean Basin. The oll is produced by pressing whole olives and is commonly used in cooking. cosmetics, pharmaceuticals, and soaps, and as a fuel for traditional oil lamps. Olive oil is used throughout the world and is often associated with Mediterranean countries. 4) Vinegar Vinegar is a liquid consisting mainly of acetic acid (CHCOOH) and water The acetic acid is produced by the fermentation of ethanol by acetic acid bacteria. Vinegar is now mainly used as a cooking ingredient. Historically, as the most easily available mild acid, it had a great variety of industrial, medical, and domestic uses, some of which (such as its use as a general household cleanser) are still promoted today. Commercial vinegar is produced either by fast or slow fermentation processes. In general, slow methods are used with traditional vinegars, and fermentation proceeds slowly over the course of months or a year. The longer fermentation period allows for the accumulation of a nontoxic slime composed of acetic acid bacteria. Fast methods add mother of vinegar (bacterial culture to the source liquid before adding air to oxygenate and promote the fastes fermentation. In fast production processes, vinegar may be produced in 2 hours to three days. 5) Mustard Mustard is a condiment made from the seeds of a mustard plant (white yellow mustard, Sinapis hirta; brown or Indian mustard, Brassica juncea black mustard, B. nigra). The whole, ground, cracked, or bruised must seeds are mixed with water, salt, lemon juice, or other liquid, and sometimes other favorings and spices, to create a paste or sauce ranging in color fro bright yellow to dark brown. The tastes range from sweet to spicy Commonly paired with meats and cheeses, mustard is a popular addition sandwiches, salads, steaks, tofu, yogurt, hamburgers, and hot dogs. It is af used as an Ingredient in many dressings, glazes, sauces, soups, and marinades; as a cream or a seed, mustard is used as a condiment and in the cuisine of India and Bangladesh, the Mediterranean, northern and southeastern Europe, Asia, the Americas, and Africa, making it one of the most popular and widely used spices and condiments in the world. 6) Horseradish Horseradish (Armoracia rusticana, syn. Cochlearia armoracia) is a perennial plant of the Brassicaceae family (which also includes mustard, wasabi broccoli, and cabbage). The plant is probably native to southeastern Europe and western Asia. It is now popular around the world. It grows up to 1.5 meters (4.9 feet) tall, and is cultivated primarily for its large, white, tapered root. The intact horseradish root has hardly any aroma. When cut or grated, however, enzymes from the now-broken plant cells break down sinigrin (a glucosinolate) to produce allyl isothiocyanate (mustard oil), which irritates the mucous membranes of the sinuses and eyes. Grated mash should be PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 99 www.gemma-management.net used immediately or preserved in vinegar for best flavor. Once exposed to air or heat it will begin to lose its pungency, darken in color, and become unpleasantly bitter tasting over time. 7) Chili Sauce Chili sauce is a condiment prepared with chili peppers and red tomato as primary ingredients. Chili sauce may be hot, sweet or a combination thereof, and may differ from hot sauce in that many sweet or mild varieties exist, which is typically lacking in hot sauces. Several varieties of chili sauce include sugar in their preparation, such as sweet chili sauce and Thai sweet chili sauce, which adds sweetness to their flavor profile. Chili sauce may have a thicker texture and viscosity when compared to that of hot sauces. Chili sauce can be used as a dipping sauce, cooking glaze and marinade. Sweet chili sauce is used in Thai cuisine, and is also sometimes used in the preparation of sushi. 8) L&P Sauce/ Worcestershire Sauce Worcestershire sauce sometimes shortened to Worcester sauce (/ wo star/), is a fermented liquid condiment of complex mixture, of British origin from Worcester and popularized by Lea & Perrins, based on an older GrecoRoman sauce. The essential ingredients are barley malt vinegar, spirit vinegar, molasses, sugar, salt, anchovies, tamarind extract, onions, and garlic; particular brands add other spices as well to taste. It is often an ingredient in Welsh Rabbit or Welsh rarebit, Caesar salad, Oysters Kirkpatrick, and sometimes added to chili con carne, beef stew, hamburgers, and other beef dishes. Worcestershire sauce is also used to flavour cocktails such as a Bloody Mary or Caesar. Known as salsa inglesa (English sauce) in Spanish, it is also an ingredient in michelada, the Mexican beer cocktail. 9) Soy Sauce Soy sauce (also called soya sauce) is a condiment made from a fermented paste of boiled soybeans, roasted grain, brine, and Aspergillus oryzae or Aspergillus sojae molds. After fermentation, the paste is pressed, producing a liquid, which is the soy sauce, and a solid byproduct, which is often used as animal feed. Soy sauce is a traditional ingredient in East and Southeast Asian cuisines, where it is used in cooking and as a condiment. It originated in China in the 2nd century BCE and spread throughout Asia. Soy sauce has a distinct yet basic taste of umami, due to naturally occurring free glutamates. Most varieties of soy sauce are salty, earthy, brownish liquids intended to season food while cooking or at the table. Many kinds of soy sauce are made in Japan, Taiwan, China, Korea, Indonesia, Vietnam, Burma and other countries. Variation is usually achieved as the result of different methods and durations of fermentation, different ratios of water, salt, and fermented sy through the addition of other ingredients. 10) Salt Salt is produced from salt mines or for the sea salt by the evaporation of seawater or mineral-rich spring water in shallow pools. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 100 www.gemma-management.net 11) A1 Sauce A1 Sauce (formerly A1. Steak Sauce) is a brand of steak sauce owned by Kraft Foods. It has been marketed in the United States since the early 1960s for use as a condiment with meat or game dishes. In May 2014, Kraft Food announced it was dropping the "steak" from the A1 name, to "reflect mode dining habits" A1 was originally developed, produced, and marketed in the United Kingdom as a brand in 1831, and was officially registered as trademark in the U.S. in 1895, and imported and distributed in the Unite States by G.F. Heublein & Bros in 1906. Although the sauce is widely available in the U.S. and Canada, in the UK, it is currently only sold by Tesos and Ocado. A1 Sauce includes tomatoes, raisin paste, distilled vinegar, corn syrup, s crushed orange purée, dried garlic and onions, herbs and spices, carame color, and xanthan gum. The original sauce included more expensive malt vinegar, molasses, and marmalade in its ingredients. 12) Mint Jelly Mint jelly is a traditional condiment served with lamb dishes. 13) Tabasco Tabasco sauce is a brand of hot sauce made exclusively from tabasco peppers (Capsicum frutescens var. tabasco), vinegar and salt. It has a hot spicy flavor. The sauce is produced by the US-based Mcllhenny Company. 14) Sambal Sambal is sauce typically made from a variety of chill peppers and secondary ingredients such as shrimp paste, fish sauce, garlic, ginger, shallot, scallion, sugar, lime juice, and rice vinegar or other vinegars. Various recipes of sambals usually are served as hot and spicy condiments for dishes such as ikan bakar (grilled fish), ikan goreng (fried fish), ayam goreng (fried chicken), and solo. Sambal is an Indonesian loan-word of Javanese origin (sambel). 1. Preparing Side Stand The sideboard/service table is a piece of furniture composed of: a. A large surface area to place trays (etc) b. General shelves for storage of plates and glass wares c. Drawer(s) for silverware. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 101 www.gemma-management.net The style and design of a sideboard/service table varies from establishment to establishment. It is dependent upon: 1. The style of service and the menu offered. 2. The number of waiter or waitress working from one sideboard. 3. The amount of equipment it is expected to hold. It is essential that the sideboard is of minimum size and portable so that it may be moved easily if necessary. The sideboard is used to hold all the equipment required by a waiter during the service of a meal. The actual lay up of a sideboard depends firstly on its construction the number of shelves and drawer for cutlery etc and secondly on the type of menu and service offered. Therefore the lat up in every establishment could vary slightly, each being suited to its own needs and style of serves presentation. It is suggested, however that in each particular establishmen sideboard would be laid up in the same fashion. If this is done the waiter get used to looking for a certain item in a certain place and this facilities speedy service which is essential. The equipment to be prepared for the set up of the sideboard/ service table 1. Usual glasses: a. Water glass b. Red wine glass c. White wine glass The glasses must be perfectly clean. They are grouped by category and placed upside down on the shelves to keep the dust from settling in th glass. 2. Water pitcher The water pitcher must be full of ice water. Put enough ice cubes to keep the water cold during service 3. Menu, wine and beverage list The menus, wine and beverage lists must be in perfect condition. They are regularly checked the dirty and torn ones are eliminated. 4. Hot plates The hot plates are cleaned every day. The hot plates are switched on half an hour before service so they will be hot which service begins 5. Cutleries The cutlery drawer should hold from right to left Proposed order in which the cutlery is put in the drawers. Draw attention to the most important points the waiter's must always respect the order in which the cutlery has been put away. a. Dinner spoon, also used as a service spoon. b. Dinner fork, also used as a service fork c. Dinner knife d. Dessert spoon PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 102 www.gemma-management.net e. Dessert fork f. Dessert knife g. Fish fork h. Fish knife i. Tea spoon j. Demitasse spoon k. Special cover adapted to the menu of the restaurant. 6. Cruet From right to the left a. Pepper mill, L&P sauce, tomato ketchup, soya, Tabasco, French mustard, Maggy sauce etc. b. Oil and vinegar cruet c. Tooth picks d. Granulated sugar 7. Trays The large trays or the small trays to serve beverages like coffee, soft drink, etc 8. Paper napkin For different purposes such as a paper daily, to prevent the material from sliding etc. 9. Ashtray To change the dirty one 10. Chinaware a. Dinner plate b. Dessert plate c. Bread and butter plate d. Saucer e. Tea cup f. Coffee cup 11. Clean linen a. Napkin for the set up b. Table cloths in reserve The top of the service table is covered with a sideboard cloth to protect the service table and to prevent noise. 2. Table Set Up Table setting (laying a table) or place setting refers to the way to set a table with tableware-such as eating utensils and for serving and eating. The arrangement for a single diner is called a place setting. The practice of dictating the precise arrangement of tableware has varied across cultures and historical periods 2.1 Laying Table Cloth Before laying the table cloth, there are some consideration must be taken (i) Ensure that the table and chairs are in their correct position (ii) He must see that the table top is clean. (iii) The table must be covered by a thick cloth or silencer / molleton The Method of Laying The Table Cloth. (i) Collect the correct size of table cloth for the table to be cloth up. Most table cloths are folded in what is known as a screen fold. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 103 www.gemma-management.net (ii) (iii) (iv) (v) (vi) (vii) The waiter must stand in the correct position to lay the table cloth properly that is between the legs of the table. This is to ensure that the comers of the table cloth cover the legs of the table and do not fall between the table legs. The table cloth folded in the screen fold has one inverted fold and two single folds. The table cloth opened out across the table. Note that the fall of the cloth over the edge of the table lies between the table legs. It should not fall over the legs or the table. The inverted and two single folds should be facing the waiter. Take the top inverted fold between the thumb and first finger and the first single fold between the first and the second finger. The bottom single fold should be allowed to rest free, Lift the table cloth and throw the bottom free single fold over the far edge of the table. Judge the amount of overlap necessary from the creases running across the table cloth and parallel to the waiter Release the inverted fold held between the thumb and first flinger, and draws the first single fold, held between the first and second finger, slowly towards you. Shake the cloth gently as you draw it towards you this will allow it t unfold more easily. Ensure the corners of the table cloth cover the legs of the table. 2.2 A'la Carte Set Up - B&B Plate - B&B Knife - Dinner Fork - Napkin Dinner Knife Water Goblet 2.3 Table D'hote Set Up PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 104 www.gemma-management.net 2.3.1 Breakfast Set Up - B&B Plate - B&B Knife - Dinner Fork - Napkin - Dinner Knife - Soup Spoon - Coffee Cup - Coffee Saucer Tea Spoon Dessert Knife Dessert Fork Dessert Spoon Water Goblet 2.3.2 Lunch Set Up - B&B Plate - B&B Knife - Dessert Fork - Dinner Fork - Napkin - Dinner Knife - Soup Spoon - Dessert Knife - Dessert Fork - Dessert Spoon - Water Goblet 2.3.3 Dinner Set Up - B&B Plate - B&B Knife - Dessert Fork - Salad Fork - Dinner Fork - Napkin - Dinner Knife - Salad Knife - Soup Spoon - Dessert Knife - Dessert Fork - Dessert Spoon - Water Goblet - Red Wine Glass - White Wine Glass 2.4 Changing Table Cloth (i) The over lapping part of the dirty table cloth at the opposite side of the waiter is folded back to the edge of the table using both hands and be sure that the mulleton/ silencer underneath is covered and not shown (ii) Then the new table doth is preceded and held in the same manner of when laying table cloth during preparation time with its bottom layer hangs over at the opposite side of the table PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 105 www.gemma-management.net (iii) (iv) (v) (vi) Lower the hands down to the old table cloth and slip the ring and the small fingers between the back ward folded part of the old table cloth to hold it firmly. So, now both table cloths are held in the hands. - Center fold of the new table-cloth is held between thumbs and index fingers. - The first open layer of the new table cloth is held between index and middle fingers - The folded part of the old table cloth is held between ring and small fingers Then let it go / release the part of the centerfold of the new table cloth which is held between the thumbs and index finger, and at the same time pull carefully both table cloths across the table towards you. The edge of the new table cloth is hold between Index and middle fingers, and the backwards folded part of the old table cloth is held between ring and small fingers. Then at the same time left the new table cloth on the table and remove the old one. Keep the old one in the hands and never let it fall on the floor. The last step that should be done is to correct the new table cloth where necessary in order to assure a tidy presentation. The four corners of the new table cloth should hang evenly and the edges should just touch the seats of the chairs. When the changing of the table cloth is required on square or round table, the process to be used is the one used for changing table cloth on rectangular table. But when changing table cloth on around table, we should stand beside the table and put our left or right leg just besides touching the table leg. Hands must always be clean when holding table cloth and it must not be pinched, and must be handled by the edge only. In case something liquid spill on the table-cloth while customers are having meal, clean and dry it with napkin and cover such spot with clean one. But change the table cloth immediately when allot of liquid such as wine spill on the table cloth. 3. Communication with Kitchen Staff Prior to each meal service it is the responsibility of the waiting staff to communicate with the kitchen staff gain information on the following: 1. Daily specials 2. Sold out items 3. Limited items 4. Chef suggestion 5. Menu explanations 6. New menu items 7. Special order PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 106 www.gemma-management.net RESTAURANT OPERATIONAL 1. Sequence of Service 1. Welcoming guest 2. Escorting guest 3. Seating guest 4. Unfolding napkin 5. Pouring ice water 6. Serving bread 7. Introduction 8. Presenting menu and drink list 9. Taking order food and beverages 10. Adjusting glasses 11. Serving beverages 12. Adjusting 13. Serving appetizer 14. Clear up appetizer 15. Serving soup 16. Clear up soup 17. Serving main course 18. Clear up main course 19. Crumbing down* 20. Presenting dessert menu 21. Taking order dessert and coffee or tea 22. Adjusting 23. Serving coffee or tea 24. Serving dessert 25. Presenting bill 1. Welcoming guest Good morning/ Good afternoon/ Good evening Welcome to Liberty Restaurant, do you have reservation before/ do you have any reservation/ do you have pre reservation? • If the answer YES: May I know your name, please? (Check on reservation list) • If the answer NO: May I know your name, please? How many of you? Would you like to assign in smoking area or non smoking area? 2. Escorting guest Could you follow me please Mr./Mrs... ........................................ Is this table alright Mr./Mrs....? 3. Seating guest Ladies 1!" -Starting with the oldest woman and continue working clockwise Men 2#$ -Starting with the oldest man and continue working clockwise Host 3%$ -If known Children is priority • Pull out the chair and assist guest to sit by pushing the chair gently closer to the table • Continue personalized conversation with your guests • If guest have small children offer for booster seats or high chairs. Do not automatically pick up a child without the parent's permission. 4. Unfolding napkin Unfold napkin from right side of the guest. When placing the napkin say: Your napkin, please excuse my reach or Excuse me, your napkin please. 5. Pouring Ice water PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 107 www.gemma-management.net • • • • • • Serve from the guest's right side, moving clock wise Ladies first When pouring, do not remove water glasses from table Pour water slowly to avoid splash back through the lip of the pitcher When pouring use a folded napkin to catch drips Fill the the water goblet up to 1 cm from lip of the glass 6. Serving bread Serving bread from left side of the guest, moving counter clockwise. Left over of breads and butter will be putted on the table. 7. Introduction Good morning/ Good afternoon/ Good evening Mr./Mrs... My name is... I am going to be your waiter. If you have any other needs, please inform us. 8. Presenting menu Menus are presented from the Guest's right side use right hand while offering, moving clockwise. Make sure, menus are open if they are folded. 9. Taking Order Take the guest order from the right side of the guest starting from the oldest ladies, moving clock wise. Children are priority. Are you ready to order Mrs.... Ø (If YES) What would you like to order Mrs... ..................., Will there be anything else? (If no) May I repeat your order Mrs... Ø (If NO) Take your time and let us know whenever you are ready 10. Adjusting Glasses Removed unused glasses from table. 11. Serving beverages Serve beverages from the right side of the guest, ladies first. Put the order on the right of water goblet. 12. Adjusting Adjusting according guest order and must be done before foods are served using round tray and napkin as under liner. 13. Serving food (appetizers - dessert) Serve food from guest right side using right hand while mention the food. Ladies first, moving clockwise. When foods are served, let the guest enjoy the food saying "Mr./Mrs....please enjoy your meal • Ensure that all courses are served as ordered • Ensure that all courses are to Guests satisfaction • If you observe that food is not eaten/ enjoyed by the guest, it is the responsibility of the waiter to make an inquiry and resolve to the Guests satisfaction with no exceptions! 14. Clear up (appetizers - dessert) • Remove items from the right using right hand • Pick items with a sense of logic PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 108 www.gemma-management.net • • • Leftovers of food should be placed on one plate Silverware to be placed on one plate (avoid noise and movement) Stack plates in order of size larger to smaller Ø Salt and pepper shaker are cleared up using round tray • Clear up rules Ø Never clear until all Guests are finished with each course Ø Ask the guest for permission to remove Ø Always remove from the right Ø Anything removed from the table is considered un-sanitary and must be returned to dishwashing 15. Crumbing down Use a crumber for crumbing down or folded napkin and dessert plate. Do it necessary. 16. Presenting dessert menu Presenting dessert menu from the guest right side while offering, ladies first and moving clock wise. After presenting dessert menu, waiter/ss will show sample of desserts on the tray to the guests while explain them. 17. Taking Order Take the guest order from the right side of the guest starting from the ladies, moving clock wise. "What would you like to order for dessert Mr./Mrs...?" Remember to repeat the order by saying: May I reapeat your order? 18. Adjusting Adjusting covers according the order of each guest using round tray and napkinas underliner. 19. Serving Coffee or Tea Serve from guest right side, ladies first and according the order. Especially for hot tea, selection of tea bags will be offer to the guest in tea chest. 20. Serving Dessert Serve food guest right side using right hand while mention the food. Ladies first, moving clockwise. When foods are served, let the guest enjoy the food by saying "Mr.Mrs. please enjoy your dessert 21. Presenting bill If guest asking for bill, present it in bill holder from guest right side using right hand Payment could be done: - By cash - Credit Card (Visa, Master Card, American Express, Dinners Club, etc) - Charge to the room Handling Guest Complain Handling guest complain or service recovery is an important part of gracious hospitality. It does not matter how fantastic your service is, you will always find people who will complain about something. What happens if you are faced with a complaint? How should you react? Firstly, do not take it personally and keep your emotions under control. Deal with the guests emotions first. Let them have their say and start to calm down and then decide how to deal with the complaint or situations. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 109 www.gemma-management.net Focus on the complaint Find out what the guest wants; do not interrupt them until you hear the problem. Make eye contact and be aware of your body language and the emotions that can show themselves, like raising the eyebrows, frowning or looking away as if not interested. Show empathy-Listen and apologize Once the guest finishes, firstly apologize and show sincere concern and assure the guest you will do your best to assist them. Offer Solutions to solve the problem Be aware of what steps you are able to take to satisfy the quest, find out what the guest wants and decide if you are able to supply it. For example, if guest is really unhappy about his stateroom and demands a free cruise you cannot satisfy him/her. Therefore listen to his complaint, apologize and offer sincere concern and offer a solution. "Sir if I may walk with you to Guest Services, they are more suited to help with your situation. Will that be alright for you?" Thank the guest and follow through It is important that you follow up in any process involving a service recovery. especially when you are the person offering a solution. It is necessary to check that the solution was satisfactory for the guest and to make another solution. Communicate Let management, other staff and/ or departments know and help prevent the same problem occurring to other guests. LAST, this word makes you easier to remember steps for handling complain. a) L: Listen to the guest b) A: Apologize to the guest c) S: Solve the problem d) T: Thank the guest RESTAURANT CLOSING 1. Close Down - Remove table cloth from tables - Store clean linen - Dispose of used linen - Dismantle and clear away, unwanted tables and chairs - Clear and clean trolleys and service tables - Store menus and wine lists - Secure equipment - Store condiment - Store flowers and table decoration - Switch off water heating/ air conditioning - Check for fire hazard - Lock windows and doors - Hand over keys 2. Cleaning Side Stand PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 110 www.gemma-management.net The sideboard must be cleared off regularly and often. A sideboard littered with dirty dishes is not an agreeable sight for the guests, beside that it is disturbing for those who work from it. Pick up the tray carefully, place it on the left forearm and if necessary lift it with right hand. Work with caution to avoid breaking anything and take it to dishwashing area. Place the glasses in their appropriate baskets. The glasses are grouped per category and shape. Throw away the leftovers in the garbage can. Be careful not to throw any covers into garbage bin. Stack up dirty plates according to size. Maintain order in stewarding department to render easier the work of the dishwashers. Empty the ashtray into the garbage bin. No left over must remain on the dishes which are put into the dishwasher. Also give the tray to be washed. Arrange empty bottles in appropriate box placed in the dishwashing area for that purpose. Some of the empty bottles are retumed to supplier. Make sure heaters in sideboard are cleaned and switched off after service 3. Log Book A daily log book is an effective and precise way of communicating with colleagues. It is a dairy of major events and actions influencing the business. The log book contains important information recorded, pertaining to the events and actions of the operation. Examples: 1. Information of actions undertaken 2. Incidents that have taken place 3. Number of covers served 4. Machinery or equipment break down and follow up 5. Customer complains 6. Information affecting next shift, staff on sick leave, etc 7. Changes to functions or reservations 8. All information recorded in the log book must be inialed and must be followed up by department head/supervisor ROOM SERVICE Room service or "in-room dining" is a hotel service enabling guests to choose the menu items for delivery to their hotel room for consumption there, served by staff. Room service is organized as a subdivision within the Food & Beverage Department of high end hotel and resort properties. It is uncommon for room service to be offered in hotels that are not high-end, or in motels. Room service is available for 24 hours. 1. Room Service Order Taker A person who is in charge as order taker must know detail about the company and services; probably guest will ask everything about the service, i.e. restaurant operational hours, menu from other outlets, entertainment, spa, etc. - Mise en place Order taker must prepare: • Stationary • In-Room Dining menu • Other outlet menus • Doorknob menus • Bar menu PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 111 www.gemma-management.net • Wine list • Packages list available • In-Room Dining order form • In-Room Dining follow up sheet • In-Room Dining call back sheet • Daily Program - Answering a phone The telephone must be answered within 3 rings or 15 seconds. • Greeting Good morning (according time), thank you for calling in room dining, Michael speaking how may I assist you? • Collect for detail information a. Name b. Room Number c. Guest order d. Repeat guest order • Delivery time • Thank the guest 2. Room Service Steward A person who delivers food/ beverage order to the room is called room service steward - Prepare tray set up (flower vas, salt & pepper shaker, ice water, room service. card). - Arrange guest order on tray. - Deliver guest order to the room • Knock on door aloud, with knuckles, three times and say "In-room dining • After Guest opens the door steward will Smile and look Guest in the eyes • Steward will greet Guest appropriately by time of the day. • Steward will ask if they may enter • Steward will use the Guest's last name. • The In-Room Dining Steward will ask where the Guest would like the tray to be placed • In-Room Dining Steward will explain the various condiments with the meal (if unidentifiable). • The In-Room Dining Steward will inform the Guest of tray collection procedures. • In-Room Dining Steward will thank the Guest and wish them a pleasant day. BANQUET A banquet is a large meal or feast, complete with main courses and desserts. It usually serves a purpose such as a charitable gathering, a ceremony, or a celebration, and is often preceded or followed by speeches in honor of someone. The idea of banqueting is ancient. In the 16th century, a banquet was very different from our modern perception and stems from the medieval 'ceremony of the void’. After dinner, the guests would stand and drink sweet wine and spices while the table was cleared, or PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 112 www.gemma-management.net 'voided. (Later in the 17th century 'void' would be replaced with the French 'dessert) During the 16th century, guests would no longer stand in the great chamber whilst the table was cleared and the room prepared for entertainment, but would retire to the parlor or banqueting room. Today, banquets serve many purposes from training sessions, to formal business dinners. Business banquets are a popular way to strengthen bonds between businessmen and their partners. It is common that a banquet is organized at the end of an academic conference. A luau is one variety of banquets originally used in Hawaii. CONVERSATION Reservation Conversation 1 OP : Good morning Platinum Restaurant, Maria speaking how may I assist you? Guest : Yes I want to make reservation OP : Certainly, when would you like to make reservation? Guest : This afternoon OP : May I have your name? Guest : Walnut OP : How many of you Mr. Walnut? Guest : For 2 please, at 1 pm Conversation 2 OP : Good afternoon Platinum Restaurant, this is Sarah speaking, how may I assis you? Guest : Good afternoon I would like to book a table for tonight for 4 persons OP : May I know your name please? Guest : My name is Craig OP : What time would you like have dinner Mr. Craig? Guest : 6.30 OP : Any special request Mr. Craig? Guest : Just put us in non smoking area please. Welcoming Guest Conversation 1 Waiter : Good evening, welcome to Liberty Restaurant Guest : Good evening Waiter : Do you have reservation? Guest : No, we do not have Waiter : May I know your name? Guest : Brown Waiter : How many of you Mr. Brown? Guest : Just 2 of us Waiter : Would you like to assign in smoking or non smoking table? Guest : Non smoking please Waiter : Could you follow me please PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 113 www.gemma-management.net Conversation 2 Guest : Good afternoon, i have reservation for today Waiter : Good afternoon, may i know your name please? Guest : My name is Wood Waiter : Let me check your reservation Mr. Wood Yes Mr. Wood, could please you follow me Guest : Certainly, thank you Taking Order Conversation 1 Waiter : Excuse me, are you ready to order? Guest : No, I am not ready yet Waiter : Take your time sir and please let me know whenever you are ready Conversation 2 Waiter : Excuse me, are you ready to order? Guest : Yes, I am Waiter : What would you like to have for appetizer? Guest : Spring Roll Waiter : Certainly, would you care for the soup? Guest : Chicken Soup Waiter : How about the main course? Guest : Sirloin Steak Waiter : How would you like your steak to be done? Guest : Medium, please Waiter : Certainly, may I repeat your order? Guest : Yes, please Waiter : So, you have 1 spring roll, 1 chicken soup and 1 medium sirloin steak Recommendation Waiter : Are you ready order Mr. Brown? Guest : No, I can not make up my mind. What is your recommendation for the main course? Waiter : We have a delicious Liberty Lamb Chop, it is the favorite menu in this restaurant. It served with Mashed Potato and Sauted Vegetables Guest : Sound interesting, I would have 1 please Menu Explanation Conversation 1 Guest : What is Cocktail sauce? Waiter : It is sauce for Shrimp Cocktail, consist of tomato ketchup, chili sauce, horseradish, lemon juice, Worcestershire sauce, Tabasco and red wine Guest : What is Nasi Goreng? Waiter : Nasi Goreng is typically Indonesian food. It is a fried rice served with Chicken satay, sunny side up and Shrimp Crackers. Would you like to try madam? Guest : Yes, I would like to have 1 Shrimp Cocktail and Nasi Goreng please PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 114 www.gemma-management.net Conversation 2 Guest : Excuse me, what is Caesar Salad? Waiter : Caesar Salad made from Romaine lettuce tossed with Caesar dressing and topped with crouton, anchovies and grated parmesan cheese Guest : Can I have one please Clear Up Conversation 1 Waiter : Excuse me, did you enjoy your spring roll? Guest : Yes, it was so delicious Waiter : Thank you, may I clear up the plate? Guest : Please Conversation 2 Waiter : Excuse me Ms. Helen, have you finished? Guest : No, I am still enjoying my steak Waiter : I am sorry, take your time. How is the steak? Guest : It is so gorgeous Room Service Order Conversation 1 OT : Good afternoon thank you for calling in room dining this is Andy speaking how may I assist you? Guest : Good afternoon, i would like to order 2 Corona please OT : Certainly, may i know your name please? Guest : Murray, room 201 OT : Will there be anything else, Mr. Murray? Guest : No, all set. OT : So, 2 bottles of Corona to room 201 Guest : Yes, thank you OT : Your order will be delivered in 15 minutes. Conversation 2 OT : Good morning, thank you for calling room service, Harry speaking, how may i help you? Guest : Good morning, this room 341. Can i have coffee with cream for two to my room? OT : Yes madam, may know your name? Guest : Brunette OT : All right Mrs. Brunette, coffee with cream for two to 341, anything else? Guest : No thanks, how long is it going to be? OT :15 minutes Mrs. Brunette Delivering Order to Room Waiter : In room dining (while knock the door) Guest : Yes please (while open the door) PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 115 www.gemma-management.net Waiter : Good afternoon Mr. Dave, how are you? Guest : Good, how about you? Waiter : I am excellent, may come in? Guest : Yes please Waiter : Thank you (entering room) Where can i put the tray Mr. Dave? Guest : Can you put it in the balcony? Waiter : Certainly May I verify your order Mr. Dave? Guest : Yes please Waiter : So (while pointing the order) you have 1 All American Hamburger and a can of Bud Lite.. Guest : Perfect Waiter : Thank you. Please enjoy your lunch and if you are finish with your lunch just call in room dining for tray pick up. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 116 www.gemma-management.net WINE KNOWLEDGE PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 117 www.gemma-management.net Definition Wine is an alcoholic beverage made with fermented juice of grapes. Technically, any fruits is capable used for wine (example apples, cranberries, plum etc) but if just says “wine”on the lable, then it’s mades with grapes. Classification of Wine: Generally people know Red Wine and White Wine however, there are four wines classification: 1. Sparkling Wines Wines are processed through double fermentation to achieve carbon dioxide trapped inside the bottle, it can be made from white or red grape. Though white sparkling wines are most common, sparkling rosé and, to a lesser extent, red wines can also be found. Sparkling wines range from dry to sweet and express a spectrum of flavors that depend on the grape(s) used, the climate they were grown in, and the winemaking method used. Ø Sparkling Wine Method: PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 118 www.gemma-management.net • • • • Méthode Champenoise is considered the premier method of making sparkling wine.. This process requires the secondary fermentation to happen inside the bottle. The wine then spends time aging on its lees (dead yeast cells), which impacts its aromas, flavors, and texture. This step of the process produces notes of brioche and nuts along with a soft and creamy mouthfeel. The Champagne and traditional methods involve time-consuming riddling (sometimes done by hand) and disgorgement, which translates to higher price-points on store shelves. Charmat method, also known as the tank method is a faster and cheaper way to make sparkling wine.This process sees the wine transferred from its first fermentation vat to a large sealed pressurized tank where it undergoes carbondioxide-creating secondary fermentation. The wine is then bottled and shipped to market. This method produces lighter and more fruit-forward sparkling wines because they don’t spend time on lees and are released immediately after bottling. Transfer method is another process, which uses aspects of both the traditional and tank method.This technique, the sparkling wine goes through secondary fermentation within the bottle and is stored on its lees and then it is transferred to a tank where it is filtered. This eliminates the costly steps of riddling and disgorgement while maintaining the character of the lees aging. Carbonation method is one final method and the least expensive, instead of the wine going through a secondary fermentation to gain its fizz, carbon dioxide (CO2) is injected into the wine, which is then bottled under pressure. Ø Sweetness level in Sparkling Wine: Sparkling wine has four main levels of sweetness, which are often printed directly on bottle labels. These levels are: Extra-Brut: The driest style of sparkling wine. In these wines, the yeast has consumed absolutely all of the sugar, so there is a complete absence of sweetness in the wine. • Brut: This is the most popular type of sparkling wine. These wines are dry, but do show a hint of sweetness. Champagne is the most common sparkler to be labeled Brut. • Extra Dry: This type of sparkling wine is also dry, though sweeter than Brut or Extra-Brut. Prosecco is the most notable example of sparkling wine produced in the Extra Dry style. • Demi-sec: This is a sweet sparkling wine with noticeable sugar content — perfect for pairing with dessert. Ø Sparkling Wine Product based country: • § § Champagne is the most sought-after and prestigious type of sparkling wine, though Crémant d’Alsace, Crémant de Bourgogne and Crémant de Loire also hail from France and are made using the same traditional method. Italy is famous for Prosecco, which is made using the Glera grape in the northeast regions of Veneto and Friuli. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 119 www.gemma-management.net § § § § § Asti is another famous Italian sparkling wine, native to Piedmont in the northwest. Asti is typically lower in alcohol and quite fruity in character. Lambrusco, an Italian sparkling wine made from indigenous red grapes, is made in the northern region of Emilia-Romagna. Cava is Spain’s most famous sparkling wine and is unique in that it can be made in one of several autonomous regions across the country, though the majority of production takes place in DO Penedès in Catalonia. Germany, England, the United States, Canada, Australia and South Africa also make high-quality, award-winning sparkling wines. Outside of Europe, producers aren’t limited by regional laws; they’re therefore free to use whatever grapes they choose and can age their sparkling wine for any length of time. Hatten is Wine from Indonesia (Bali) which also produce sparkling wine such as Tunjung Sparkling Rose and Tunjung Brut Sparkling. Different sparkling and champagne wine, all champagne is sparkling wine but not all sparkling wine is champagne.Sparkling wine can only be called champagne if it comes from the Champagne region in northern France, just outside of Paris. 2.Fortified Wine Wines where neutral grapes is fortified with distilled spirits such as brandy is added during or after the fermentation. A fortified wine is a delicious, viscous wine based sipping treat that is often enjoyed as a drink before or after dinner. Ø Fortified Wine Method: Fortified wines are not distilled, though some people mistakenly categorize them as a liquor. Quite often, the fortifying liquor is simply called a "neutral grape spirit." Essentially, this is a brandy or eau de vie. The amount of time a wine is allowed to ferment before being fortified determines whether it will be sweet or dry. Once this alcohol is added, the yeast stops converting sugar to alcohol and all of the remaining grape sugar is left in the wine as residual sugar. If a sweeter fortified wine is desired, the neutral grape spirits are typically added within the first day and a half of fermentation. To make a dry fortified wine, you would allow the full fermentation process to run its course. This consumes the remaining sugar before adding the neutral grape spirits. Ø Types of Fortified Wine There are five basic styles of fortified wine. These vary by regional preferences or the methods used in producing them: • • Madeira is a white fortified wine from the Portuguese island of the same name. It comes with various classifications, including by grape and age(ex: Seco,Meio Seco, Doce,Meio Doce) Marsala is an Italian specialty originating from the country's southern region. It is classified by both color and age, with sweet and dry varieties represented (ex:Amber/Ambra,Ruby/Rubino and Gold/Oro) PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 120 www.gemma-management.net • • • Port wine is the best-known fortified wine. Though Portugal is known for creating ports, it's now produced throughout the world(ex: Tawny, Ruby, Vintage, and White Ports. Sherry is a well-known fortified wine produced in Southwest Spain. It comes in fino (dry and light-bodied) and oloroso (dry but richer) styles (ex: Jerez Xe'rez Sherry,Palo Cortado, Fino, Amontillado,Oloroso) Vermouth is probably better known as the "other" ingredient in a martini, but it's great to sip on its own as an aperitif. It is generally available as either dry or sweet. Vermouth is produced worldwide and varies in taste and quality depending on the producer(Ex: Cinzano Rosso,Punt E Mes, Carpano)) In general, fortified wines are known as both an aperitif and a dessert wine option, the food pairings depend on which type of fortified wine you are drinking. Many kinds of cheese, nuts, fruit tarts, and cream-based or chocolate desserts have found a magnificent pairing partner in a fortified wine. 3.Aromatized Wine Aromatised wine (spelled aromatized in American English) is a wine flavoured with aromatic herbs and spices. These are classified by their alcohol content and the flavourings and other ingredients used. Ø Aromatized Wine Method: Most aromatized wines start their lives as simple white wines, then the wine producers add brandy and their chosen botanicals (fruits, spices, and florals). These flavors steep in the wine for several weeks and before being filtered out. These lovely potions are then bottled and just like that aromatized wine is born. Ø Types of Aromatized Wines: • Lillet Lillet is a French aromatized wine made from Bordeaux grapes. It packs a punch at 17% ABV and boasts gorgeous summery flavors, like citrus. • Americano Americano is an aperitif wine from Italy. It’s usually colored bright red or stunning yellow and is very bitter, getting most of its flavor from the added gentian root. Americano aromatized wine is usually served with soda water. • Quinquina Quinquina is the Spanish aromatized wine offering. It’s traditionally made with quinine and cinchona bark. • Barolo Chinato PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 121 www.gemma-management.net Another Italian classic, Barolo Chinato is made by adding spices, herbs, and other flavors to Barolo wine. The wine has a long list of herbaceous ingredients, including bark from the Cinchona officinalis tree, chamomile, cloves, and cardamom. • Byrrh Byrrh (pronounced “beer”) is another aromatized wine from France. Unlike many aromatized wines, Byrrh is made from red wine. It was very popular in the 20th century. • Vermouth Vermouth is the world’s favorite aromatized wine, and definitely it’s most recognized. We’ll go into more detail about Vermouth below. 4. Still Wine Still wines are those that have been obtained through the natural alcoholic fermentation of the must (i.e. the juice of the grape). The fermentation must occur naturally by the action of yeasts that are responsible for transforming the juice into wine, the production of these wines does not usually generate high amounts of carbon dioxide gas,so we can point out that still wines are those that do not have bubbles. Ø Still Wine method: Still wine is made through a process that involves the natural fermentation of grape juice. The steps are: • • • • • Harvesting and Crushing: Grapes are harvested from vineyards when they reach optimal ripeness. then crushed to release their juice (known as “must”). Fermentation: The must is transferred to fermentation vessels (usually stainlesssteel tanks or oak barrels). Naturally occurring yeasts in the environment or added cultured yeasts initiate fermentation. Yeasts convert the sugars in the must into alcohol, producing wine. Maturation: After fermentation, the wine is left to mature. It can age in stainless steel tanks, oak barrels, or other containers. Maturation allows flavors to develop and tannins to soften. Clarification and Filtration: The wine is clarified to remove solids and sediment. Filtration ensures clarity and stability. Bottling: Once clarified, the wine is bottled, some wines may undergo additional aging in the bottle before release. Remember that the specific techniques and variations depend on the type of grape, winemaking traditions, and the desired style of the final wine. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 122 www.gemma-management.net Ø Type of Still Wine: 1. Red Wine Red wines range from light to bold and are still wine made with black grapes. Some of the important red wine grape varieties are : • • • • • • • Cabernet Sauvignon, Cabernet Franc Syrah Merlot Malbec Grenache and Pinot Noir. 2.White Wine In white wines, the flavors range from light to rich and are still wine produced from white and occasionally black grapes. Some of the important white wine grape varieties are : • • • • Sauvignon Blanc Chardonnay Riesling Pinot Gris or Pinot Grigio. 3.Rose Wine Rosé is a still wine from black grapes produced by removing the skins before they taint the wine deep red. Rosé is also made by blending white and red wine together. Both dry and sweet styles of rosé are popular. Some of rose wine products are: • • • Frontera Rose Matua Pinot Noir Rose Chateau D’Escalns Whispering Angel Procedure opening wine bottle: There are different types of wine bottles and most have corks or screw caps. The Champagne or Sparkling wine bottles have cork with a cage and therefore, needs to be opened in a different way than a still wine bottle. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 123 www.gemma-management.net A.Still Wine: 1.Using a clean cloth, give the neck of the bottle a good wipe. Pick up your little wineopening pal and pull out its retractable knife, known as a foil cutter. Hold the bottle still with one hand, and the corkscrew with the other, and slowly score the knife around the lip of the bottle, cutting off the top of the capsule. 2.Pop the retractable knife back into the corkscrew, then open out the screw. Keep it straight and screw down into the centre of the cork until only a couple of coils from the corkscrew are visible. 3.Hooking the metal fulcrum over the top of the bottle, ease the handle upwards, slowly drawing out the cork. If there are two metal hinges, use the larger, closest piece first, pulling the cork up halfway, and then the smaller hinge to finish and extract. 4.Once the cork is out, check the bottle and have a little clean of the inside of the neck to make sure no loose pieces of cork or debris get into the wine when you start pouring. B. Champagne: 1.Remove the foil and the metal cage. First, tear off the foil wrap that covers the cork. Then, untwist the wire loop to loosen the wire cage that protects the cork. Be gentle and take your time. Keep a thumb on the cork to head off an accidental pop. Do not remove the wire cage until you are about to open the bottle. Otherwise, you may risk the bottle uncorking before you are ready. The cage is there to protect the cork. 2.Hold the bottle properly. Grip the body of the bottle in your dominant hand at a 35°45° angle and point it in a safe direction. Wedge the bulbous end of the cork deep into the palm of your non-dominant hand. Support the base of the bottle against your hip. If you're holding the bottle in your right hand, use your right hip or the right side of your torso. If you don't hold the bottle in the correct angle aimed at a safe direction, you might end up hurting someone due to the sheer amount of pressure inside the bottle. 3.Twist the bottle and hold the cork. Slowly rotate the bottle back and forth with your dominant hand. Keep holding the cork steady with your non-dominant hand. As the cork turns, gradually increase the distance between your hands until your dominant hand is midway down the bottle. 4.Pop the bottle. Decide what effect you're trying to achieve. If you're indoors or around a lot of people, make sure to take out the cork gently to avoid damage. Opening gently: Slow down your twisting toward the end, once the cork is almost out. Grasp the cork firmly. Press your thumb up from beneath the lip of the cork until it slides smoothly out of the bottle. Keep your grip on the cork, and "catch it" so that it doesn't fly away. Try to do it so gently that the cork doesn't make a popping sound. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 124 www.gemma-management.net Preparation Champagne: 1. Chill the bottle before opening. Store in the refrigerator, a cooler, or an ice bucket. Give it at least a few hours to ensure that the contents are completely chilled.This will improve the taste, but it will make the bottle less likely to spray champagne everywhere. 2. Open carefully in formal settings. Keep a firm grip on the cork so that it doesn't fly away unexpectedly. Slowly twist the bottle not the cork until the cork is almost out of the bottle. Listen for the almost inaudible "sigh" of the cork coming loose. Then, pull it out delicately using entire palm of your hand. Hold the cork over the opened bottle for a few seconds to make sure that the foam doesn't bubble over. If you are serving champagne as a waiter or a caterer, it is usually considered proper etiquette to open the bottle as unobtrusively as possible. Do not spray, and do not let the cork fly. Practice until you can do it without so much as a "pop." 3. Avoid shaking the bottle. Champagne is a carbonated beverage stored under pressure. When you shake the bottle, you build up that pressure to dangerous levels. Opening a highly-pressurized champagne bottle will unleash a mighty spout of champagne and send the cork flying forward at high velocity. If you do accidentally shake the bottle, let it sit still for an hour or two so that the contents have time to settle. The CO2 will absorb back into the drink more quickly if the champagne is cold. 4. Pour slowly. Champagne is carbonated, and the bubbly liquid rises quickly when poured into a glass. Don't spill and waste champagne,especially if you are serving someone else. Hold the glass upright. Do not slant it to pour. Fill a third of each glass with champagne. Then, top up the servings once you've poured a bit for everybody. Do not touch the spout onto the rim of anyone's glass. Champagne is often stored in cellars, and in some circles it is considered poor etiquette to risk dirtying someone's glass. Guide drink Wine: 1. Take a look at the label of the bottle This will give us an understanding of the source of the wine such as type of grape and how old is it (vintage). 2. Pick the right glassware, make sure you choose the right one for sparkling, white and red wines. 3. Hold the glass appropriately A wine glass should be held by the stem. This will prevent heat and smell from your hand interfering with the wine aromas. 4. Pour and Swirl Pour about one third of the glass and gently swirl the wine in the glass. Swirling wine in the glass will increase the amount of oxygen in the glass thus intensifying the wine aromas mainly in the reds. 5. Sniff the glass of wine You will get aroma intensity depending on the complexity of wine. Simple wines will have primary aromas of fruit, however complex wines will additionally have secondary aromas generating from the winemaking process. Lastly, tertiary aromas of vessel ageing such as oak will be present in wines subjected to ageing. 6. Taste the wine. Sip not swallow, swish the wine around in your mouth to absorb the flavors. Take time to assess the intense flavor and then swallow to get the PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 125 www.gemma-management.net finish. A good finish will linger on your palate for quite some time. In professional tasting, you spit out the wine to compare and analyze different wine styles. Conclusion: Being a waiter or waitress is a challenging and rewarding job requiring many skills,however, with the proper training, a positive attitude, and a willingness to go the extra mile.Offering great service is not only meeting your customer’s expectations, but exceeding them. Customers expect efficient and attentive service which includes taking the order and serving it correctly. Satisfied customers return more often and tell friends and others about your outstanding service. PT. GEMILANG AGUNG MANAGEMENT English and Hotel Training Center Jalan Pulau Serangan 67A, Dauh Puri Klod, Denpasar, Bali – 80114 Phone: + 62 8113701577 Email: gemilang@gemma-gemilang.net 126 www.gemma-management.net

English Grammar Basics: Numbers, Verbs, Pronouns

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