AF_HOT_01_Dealing with the customer in the Restaurant: Taking reservations
Teacher’s guide Unit 1
1. Introduction
This unit deals with phone reservations at a restaurant.
2. Description
Students will practise bookings by writing, reading, speaking and listening to conversations related to the topic of the unit.
The unit contains a variety of tasks to enable the students to take a restaurant reservation.
3. Objectives
By the end of the unit the student will be able to:
· Take telephone reservations at a restaurant.
4. Key and timing
Taking Reservations
1. Look at the Booking Form below. What information should it contain? (0.20h)
The warm up serves as an introduction to the topic and /or initial assessment of student’s knowledge. This initial activity should also be used to motivate and encourage students and to help them recognize the importance of a foreign language.
Possible Answer.
· Name of guests
· Date
· Time
· Number of people
· Special request
2. Read the dialogue between a waiter and a client and complete the questions below: (0.20h)
Students read a dialogue in order to find the language structures that are used to obtain certain pieces of information.
Answers
A. What does the waiter say to get the following information?
1) Name: What name is it, please?
2) Day: For what day, please?
TIP:Remind students that in English the days of the week are Monday,Tuesday, etc ... preceded by the preposition ON. The same for dates but different for years and months.
Eg. On Monday, on May 3rd, in 2014, in May.
3) Time: What time?
4) Number of people: For how many people?
TIP:You may want to revise confusing numbers such as: four/forty, Five/fifty, hundred/thousand.
5) Smoking: Is that smoking or non-smoking?
6) Spelling: Could you spell that, please?
B. Find phrases Jan uses to:
1) Answer the phone: Good afternoon, Baix Empordà Restaurant. Can I help you?
2) Say ‘OK’ in a formal way: Certainly, Sir.
3) Check the information: So, that’s a table for two at seven-thirty this evening.
3. Listen and watch two dialogues. Complete the booking forms. (0.40h).
Listening comprehension of two dialogues: students listen and complete the reservations on a booking form that the teacher has previously written onto the blackboard. (0.40h).
/ Savoy Grill: Booking a table / 1:03/ Chateau de neuf: Making a reservation / 2:53
The script of videos:
Booking a table:
Phone rings
Waiter: Hello Savoy Grill . How can I help you?
Mr Chalmes: Yes, good evening. I’d like to book a table for tomorrow night, if possible.
Waiter: Certainly Sir. What time?
Mr Chalmes: About eight o’clock.
Waiter: I’m afraid we don’t open till night Sir.
Mr Chalmes: Yes, fine. Nine will do.
Waiter: And how many people will be in the party Sir?
Mr Chalmes: There will be four.
Waiter: Four for nine tomorrow. In whose name Sir?
Mr Chalmes: That’s Chalmers.
Waiter: Could you spell that, Sir?
Mr Chalmes: That’s C-H-A-L-M-E-R-S.
Waiter: Jolly good. That’s Chalmers, four for nine, tomorrow.
Mr Chalmes: Yes, that’s right.
Waiter: And may I have a contact number Sir?
Mr Chalmes: Certainly, Sir. It’s 667566237591.
Waiter: Okay, Mr Chalmers. I can confirm your reservation for four people tomorrow night at nine.
Mr Chalmes: Wonderful. I look forward to it. Thank you very much. Goodbye.
Making a reservation
Customer: I'm glad they called.
Friend: Because you like Michelle.
Customer: Well, Yes but I forgot to make a reservation.
Friend: oops.
Customer: Yeah I’ll call and make a reservation now.
The customer dials the telephone number.
Receptionist: Good evening, Chateau de neuf.
Customer: Hello, I'd like to make a reservation please.
Receptionist: Yes, Sir, for what day?
Customer: Friday.
Receptionist: On Friday, yes Sir, how many people in your party?
Customer: Four people, two men and two women.
Receptionist: Very good for you Sir. What time would you like the reservation for?
Customer: We will arrive at 7 p.m.
Receptionist: I'm afraid. I do not have anything available for 7 p.m. Sir.
Customer: Oh, no!
Receptionist: I do have a table available for 7:30 p.m.
Customer: Ah, 7:30, that would be great.
Receptionist: Which you prefer smoking or non-smoking?
Customer: Non smoking, thank you.
Receptionist: Your name, please Sir?
Customer: Falfa, Albert Falfa.
Receptionist: Very good Mister Falfa, you have a reservation for four, 7:30 p.m.this Friday, non-smoking.
Customer: Great! Thank you so much.
Receptionist: My pleasure, Sir.
Answers
Savoy Grill: BOOKING FORM
NAME OF GUEST: Mr Chalmers, DATE: Tomorrow night, TIME: 21 h, NUMBER OF PEOPLE: 4, CONTACT NUMBER: 667566237591.
Chateau de neuf: BOOKING FORM
NAME OF GUEST: Mr Albert Falfa, DATE: Friday, TIME: 19.30h, NUMBER OF PEOPLE: 4, SPECIAL REQUEST: Non-smoking.
4. Language structures: (0.40h)
Practice times, dates and the alphabet.
A. Telling the time.
TIP:12: a.m and 12: p.m are confusing even for native speakers.That’s why there are the substitute words midnight and midday or noon.
Miltary time is not used in spoken English. Just say “two p.m” and not ”forteen hours”.
Listen to the time the teacher says and tick (ü) the correct times:
Answers
1. a) 00.00 ü) 12.00 c) 2.00
2. ü) 15.30 b) 15.45 c) 14.30
3. a) 7.40 ü) 22.45 c) 20.35
4. ü) 8.50 b) 9.10 c) 10.30
5. a) 12.00 b) 20.00 ü) 14.00
6. ü) 23.30 b) 10.30 c) 11.30
7. a) 3.15 ü) 3.45 c) 4.15
8. ü) 5.45 b) 17.15 c) 5.15
Teacher says:
1) We open at twelve o’clock midday. Or at noon.
2) A table for two at half past three, please.
3) Last orders are at a quarter to eleven:
4) I get to work at about ten to nine a.m.
5) We open at two, after lunch.
6) We close at half eleven in the evening.
7) There’s a table free at a quarter to four.
8) I got home at five forty-five in the morning!
TIP:Practice this change of preposition with the students:
IN: In the morning, in the afternoon, in the evening.
At: At night, at noon, at midday, at midnight.
4. B. Dates
Complete the sentences using the correct dates.
Example: (5/8) The restaurant is closed on 5th August.
1) (23/5) We’d like to book a table for two on 23 rd May.
2) (7/11) The new restaurant opens on 5th November.
3) (24/12) Does the restaurant open on 24th December?
4) (18/3) So, that’s a table for six on 18th March.
5) (2/6) The wedding’s on 2nd June.
TIP:We use In with months and seasons.
Special prices for Christmas banquets in December.
Closed in winter.
4. C. The alphabet
/ The alphabet5. Language in use
Click the link below to listen to a man making a reservation. Answer the related questions:
Answer online: selfcorrection
/ Listening comprehension: Dinner Reservation6. Role Play: Taking a reservation (1h)
Students will have time to write out their own dialogues in pairs or groups. Help students if necessary. After that, allow time to prepare the oral conversation. Then, they will change the roles.
A. Listen and read the conversations.Take notes of the language structures and vocabulary you don’t know. You will use them in task 6.B.
/ Useful Practice conversations/ Useful Phrases I
/ Useful Phrases II
B. Role Play. Work in pairs. Follow the guidelines below to write a dialogue between a client and a guest. Practise your dialogue with a classmate. When you finish, change roles. Use the sentences you learned in the previous task.
Answers will vary
5. Evaluation
The evaluation of the unit is based on the results of the oral conversation according to the key below.
1 = Needs improvement2 = Ok
3 = Good
4 = Excellent
Taking Reservation
GROUP: / DATE:
STUDENTS' NAMES / Fluent
(4 Points) / Easy to understand
(4 Points) / Appropriate use of Verbal Communication skills
(4 Points) / Appropriate use of Non-verbal Communication skills
(3 Points) / Total score
(15Points)
6. Glossary
Here you can find some terms related to taking reservations in a Restaurant. You can see each word with its translation into Catalan in the box.
English / CatalanBook / Reservar
Close / Tancar
Good afternoon / Bona tarda
Good evening / Bon vespre
Good morning / Bon dia
Midday / Noon / Migdia
Midnight / Mitja nit
Name / Nom
Open / Obrir
Reservation / Reserva
Reserve / Reservar
Spell / Deletrejar
7. Resources
· Teacher’s material.
· Glossary.
· Internet websites.
AF_HOT_01_Dealing with the customer in the Restaurant: Receiving the guests
Teacher’s guide Unit 2
Teacher’s guide Unit 1
1. Introduction
This unit deals with how to receive the customers at a restaurant.
2. Description
Students will practise receiving guests at a restaurant by writing, reading, speaking and listening to conversations related to the topic of the unit.
The unit contains a variety of tasks to enable the students to take a reservation.
3. Objectives
· To receive a customer at a restaurant, which involves:
- Greeting the guest.
- Checking the booking.
- Offering cloakroom service.
- Offering a choice of seats.
- Showing guests to their table.
- Presenting the menu.
4. Key and timing
Receiving guests at a Restaurant
1. What is the protocol to receive a client in a restaurant? (0.15h)
Possible answers:
· Greet the guests
· Ask if there is a booking
· Ask for the name/last name or surname
· Check the booking details
· Offer cloakroom service
· Offer a choice of seats
· Apologise and explain a problem
· Suggest seats
· Show the guests to their table
· Present the menu
2. You are going to watch a video about greeting and seating guests in a restaurant.
Decide if the following sentences are true or false. If they are false, explain why. (0.25h).
/ Greeting and seating guests / 3:12The script of video:
Greeting and seating guests
Voice off:
When meeting and greeting a guest always try to make good eye contact and remember to smile. First impressions are very important. To be presentable, you must maintain a high level of personal hygiene. Make sure your hair is washed and tied back if it's long and don't use overpowering perfume or aftershave. Please remove any nail varnish and keep jewelry to a minimum . Don't wear visible face or body piercings other than simple ear studs and wedding rings. Look smart. Wear polished shoes and make sure that your uniform is clean and ironed.
When welcoming a party greet them with a friendly smile and identify the host. Ask whether they have a reservation. Check the booking and confirm the details with the host. Ask if you may take the customers umbrellas, their coats and bags to the cloakroom. If appropriate, do it yourself or ask a colleague, making sure you get the customers a cloakroom ticket.
Lead the guests at a comfortable pace to the table if it's ready. Invite customers to sit down pulling out chairs for ladies first. It's customary to always sit the host last.
Present the menus and ask who would like to see the wine list, offer an apperitve and ask if the guests would like some still or sparkling.
Mention any special recommendations as well as informing the customer of availability. If you aren’t sure it's always better to check with another member of staff than just to bluff. (farolear).
When they're settled, unfold the napkins and gently place onto each customer's lap. Try to do this without touching the customer.
When ready, bring the selected drinks to the table and serve appropriately.
Breadrolls should be served according to the style of your establishment. A general rule is that you should place the butter on the table before serving bread and offer alternatives if necessary. Serve the bread to the left so you don't have to lean over the customer and be sure to know what types of bread you're serving. You should be aware of whether the bread contains potential alergens like nuts or gluten in case a customer asks. Finally ask if if everyone is ready to order.
Answers
Statement / True/False / Why1. Maintain a high level of personal hygiene /haidjin/ / T
2. Your hair should not be tied back if it is long / F / Waitress has to tie up her hair
3. Clients like overpowering fragrances like aftershave or perfume / F / Clients don’t like them
4. You can wear face and body piercings / F / They aren’t allowed
5. Your uniform must be clean / T
6. Check if the client has a booking / T
7. Lead the guest to the table / T
8. Invite the customers to sit down asking gentlemen to sit first / F / Ladies first
9. Present the menus and take the order / T
10. Serve the bread from the right / F / From the left
2.A. Compare your answers in 1 and the video content? Do they differ much?
This way students have a small speaking task after watching the video and they retain vocabulary and ideas much better.
3. Read the dialogue below. Look at the table and complete the blanks in A) with the actions in B).(0.20h)
A dialogue with statements which are associated with the information required. The student has to complete the blanks in the dialogue with the actions on the right. Then they put the actions in order.
Answers (next page)
A. Dialogue / B. Actionsa. ...... 2......
Jan: Good evening Madam. Good evening Sir.
b. ...... 4......
Do you have a reservation?
Mr Kerrigan: Yes, we do.
c. ...... 1......
Jan: Could I have the name, please?
Mr Kerrigan: Mr and Mrs Kerrigan.
d. ...... 5......
Jan: One moment, yes, Mr and Mrs Kerrigan a table for two.
e. ...... 8......
Shall I take your coats?
Mr Kerrigan: Yes, please. Can I leave my hat, too?
f. ...... 3......
Jan: Certainly. Would you prefer to sit indoors or outdoors?
Mrs Kerrigan: I think we’d prefer indoors. What about the small table near the piano?
g. ...... 9......
Jan: I’m very sorry Madam. I’m afraid that the table is not available.
h. ...... 6......
But the round one near the window is free.
Mr Kerrigan: Perfect. That’s fine.
i. ...... 10......
Jan: Follow me, please. I’ll show you to your table.
Mr Kerrigan: Thank you.
j. ...... 7......
Jan: Here is the menu. / 1) Ask for the name.
2) Greet the guests.
3) Offer a choice of seats.
4) Ask if there is a booking.
5) Check the booking details.
6) Suggest seats.
7) Present the menu.
8) Offer cloakroom service.
9) Apologise and explain problem.
10) Show the guest to their table.
Actions: