Ettiquette

•The practices and forms prescribed by social convention or by authority.•the customs or rules governing behaviour regarded as correct or acceptable in social or official life

Etiquettes of true Hotelier:

If you want to thank

Polite Phrases•Thank U Very Much Mr…….•I am very grate full for•I really appreciate•Thanks•Thanks a million

Polite RepliesYou are welcomeDon’t mention itIts my pleasureIt was nothing at allForget it etc.

If you want to apology or have complaint

Polite PhrasesSorry SirI am very sorry sirTerrible sorryPardon ?I beg your pardonExcuse me I apologize for

Polite RepliesIts okNot at allNever Mind I understand completelyNo problemFor get itDon’t worry etc.,

If you want ask question politely use the words may,should, would,could etc

• Would like to have a cup of tea sir?• Could you possible spell your last name?• May I have your passport please?• Could you possible talk to our sales manager?• Should I call taxi for you?

Some Standard phrases Used In the Restaurant

What can I do for you?Can I help you? for how many people?do you have a reservation?Can I take your coat? Have you booked a table? How many are you? Would you follow me, please?Can I take your order, sir/madam? What would you like to start with?

What would you like to drink? What would you like for dessert?

How would you like your steak? (rare, medium, well done)

Do you want a salad with it? What kind of dressing? Anything to drink? Do you want a dessert? The burgers are very good. Sorry, the hamburgers are off. Is everything all right?Did you enjoy your meal? Are you paying together?

• May I show you to a table? • If you wait, there'll be a table for you free in a

minute.• Do you want vegetables with it? • Why don't you try the pizza? • It'll take about 20 minutes.• enjoy your meal! bon appétit!

Standard Phrases 1Waiter: Good afternoon.Waiter: Good evening.Waiter: Do you have the

reservation?Waiter: How big is the party?Waiter: Smoking or non-smoking?

Waiter: Here is the menu.Waiter: May I help you?Waiter: May I take your order?Waiter: What would you like to have?Waiter: What would you like to order?Waiter: Are you ready to order?

Standard Phrases 2

Customer: Just a moment please.

Customer: Yes, we are ready.

Customer: What would you recommend?

Standard Phrases 3

Standar Phrases 4Customer: I’d like to have a fruit cocktail as the appetizer.Customer: I’ ll start with clam Chowder.Customer: I’d like to have Chicken Wings as the starter.Customer: I’ ll have Steak as my main course.Customer: I’d like to have Spaghetti as the main course.

Standar Phrases 5

• Waiter: What kind of dressing would you like on your salad? We have French, Italian and Thousand Island dressings.

• Waiter: How would you like your steak? Well done, medium-well, medium, medium-rare or rare.

Standar Phrases 6

Waiter: How’s everything?Waiter: Enjoy the meal. Customer: Check please.Customer: Bill please.Customer: Give (send) me the check (bill) please. Waiter: Cash or charge?Customer: Keep the change.

Standar Phrases 7

Customer: Let’s go Dutch.Customer: Let’s share the bill.Customer: The bill(It is) is on me.Customer: Be my guest.Customer: My treat.Customer: Let me treat you.

Waiter: Hello, Can I ---------you? Kim: Yes,-------- to have some lunch. Waiter: -----------a starter? Kim: Yes, I'd like a bowl of chicken soup -------------, . Waiter: And what ----------for a main course? Kim: I'd like a grilled cheese sandwich. Waiter: Would you like to--------- drink? Kim: Yes, I'd like a glass of Coke, please. Waiter... After Kim has her lunch.: Can I bring you anything else? Kim: No thank you. Just the .-------- Waiter: Certainly. Kim:I don't have my glasses. --------is the lunch? Waiter: That's $6.75. Kim: . -----------Thank you very much. Waiter: You're --------------. Have a good day. Kim: Thank you, the---------------- .

Waiter: Hello, Can I help you? Kim: Yes, I ‘d to have some lunch. Waiter: would you like a starter? Kim: Yes, I'd like a bowl of chicken soup please, . Waiter: And what would like for a main course? Kim: I'd like a grilled cheese sandwich. Waiter: Would you like to drink? Kim: Yes, I'd like a glass of Coke, please. Waiter... After Kim has her lunch.: Can I bring you anything else? Kim: No thank you. Just the bill. Waiter: Certainly. Kim:I don't have my glasses. How much is the lunch? Waiter: That's $6.75. Kim: . Here you are Thank you very much. Waiter: You're welcome . Have a good day. Kim: Thank you, the same to you .

Etiquette on the Telephone (I)

• Be polite on the telephone using relevant expressions and phrases.

• Be sure of the room number, check it during the call.

• Talking orders the waiter might repeat the ordered dishes in case the customer could hear them in order to avoid any misunderstanding.

• At first the order by telephone is put down on a telephone message card, then the waiter draws a cheque of order.

Etiquette on the Telephone (II)

• Be responsive to the special wishes of the guests, underline them.

• If something is not clear, the waiter must ask about customers' wishes again.

• After talking orders the waiter warns the guest how much time it takes and thanks for call.

Meet, great and seat (I)

• Receiving a guest you must show that you are enjoyed by his visit.

• Cordially greeted visitor will be in a good mood and feel fine.

• Welcomer goes ahead and leads the way.• The waiter offers to women the place by the

table on the right side of men.• If the waiter is male, he helps to seat the ladies.

Meet, great and seat (II)

• Ensure that children have high chairs and special attention.

• If the guests sit down themselves, they can not be asked to replace the table.

• Placing customers by the party booked table during the dinner is not appropriate without asking the sitting guests.

• Usually single visitors are sat down by the single ones.

Menu presentation (I)

• Menu is given unclosed from the left side of the guest.

• Menu is given for everyone visitor, price- current of drinks is given one for one table.

• Aperitif is offered to guests at the moment of giving menu.

• The waiter pays the guests attention into own- brand and new dishes.

• If the guests ask to recommend the dishes, the waiter polite responses to customers’ requests and helps to make decisions explaining the composition of starters and main courses.

Menu presentation (II)

• In time of ordering the waiter stands in front of the guest.

• Taking an order the waiter goes to everyone in a clockwise direction.

• Once guests are finished giving the order, read it back to them to make sure it is right.

Recommending and selling (food and drinks/wine)

• It is important for waiter to tell the guest about the features or specials of the day, how many dishes are cooked and ready that day.

• The waiter must know dishes that take a long time to prepare.

• The waiter must know to explain the composition and preparation of starters, main courses, desserts.

• The waiter must not forget to offer mineral water or soft drinks.

Service of food and drinks (I)

In a formal restaurant food should be served in the following order:

- guest of honor,- female guests, - male guests,- hostess,- host.

Service of food and drinks (II)

• Tables are correctly set according to enterprise standards and are finished to set according to the special customers’ requests.

• The could soft drinks are served first of all, starters are brought later.Strong drinks are served with the dishes.

• Serving a few persons at the table the waiter must bring the dishes of the same category for all.

• If there is a fish or poultry course, should be the plate for bones on the right of setting.

Service of food and drinks (III)

• Before the main course the waiter should check in once shortly to make sure there are no problems with the order or that the visitors have enough drinks or that they need anything else.

• Always remove plates, silverware and glasses from previous courses before you serve dessert. If the guests do not order dessert, they are presented menu again.

• Try to serve silently and insensibly.

Payment and farewell (I)

• Accounts are organized and presented to guests on requests. The guests should never be kept waiting for his check.

• Payment is taken from the host to the cashier, then receipt and change returned to the host.

• Leave the change on the special tray and give thanks for visiting.

• The individual orders are more confusing. In that’s case the waiter makes out the separate bills to everyone and brings to account individually.

Payment and farewell (II)

• It is always a courteous practice to ask if any other services are desired.

• Always thanks the customer for any gratuity tip with sincerity.

• Pull out the chairs of the table to enable guests to move out comfortably.

• Wish them warmly and request them to visit again.