17. Imagine one of the following situations. How would you respond to these complaints?

• Complaining about the service:

• When will our table be ready? We've been here for over 30 minutes.

• We've been waiting for our food for over 30 minutes.

• I've asked for a glass of water quite a while ago.

• May I speak with your manager, please?

• I'd like to speak with your manager.

• C omplaining about the food:

• Excuse me, this soup is cold.

• This meat is too tough/overcooked.

• This meat is not fresh.

• This steak is rare. I want it well-done.

• There is a fly in my soup!

• I can't eat this. It's too salty!

• I ordered baked potato, not French fries.

• I didn't order this.

• Complaining about the bill:

• There's something wrong with our bill. We didn't order any wine.

• There seems to be a mistake on this bill.

• I thought the dessert was on the house. (on the house=free; paid by the restaurant)

17. Read and dramatize the following dialogue:

I n a restaurant (w: waiter c: customer m: Mary)

C: Excuse me

W: Yes, madam?

C: I´m ready to order now.

W: Oh, I´m sorry, I thought you were waiting for someone to join you.

C. Well, I was but she hasn´t come and now I want to order

W: Certainly, what would you like?

C: I´ll have a Caesar salad and a grilled fillet steak.

W: How would you like your steak cooked?

C: Medium, please

W: Would you like French fries with your steak?

C: Yes, please.

W: And would you like the salad as a starter or with your main course?

C: As a starter, please……oh, just a minute. Hello Mary!

M: Sorry I´m late.

C: That´s right. I´ve just ordered.

M: Oh, let me just look at the menu.

W: Please take your time. Would you like me to come back in a couple of minutes?

M: No, thanks. I´m just not hungry at all.

R eading exercises

17. Read about Andrea Gill, a bartender in Dawson City, Yukon:

‘I enjoy working with and meeting new people. At times people confide in you, however, at other times, like theme nights, it’s like a social event. One thing it never is, is dull.’

Andrea Gill is a bartender in a Yukon hotel lounge. Her job can involve everything from concocting new drinks to handling intoxicated customers. In summer, she wears a can-can dress and feathers in her hair, helping to recreate the gold-rush era for the tourists. She also knows how to convert gold into cash, as gold is legal tender in the Yukon.

‘Some things are definitely different in the Yukon. Others, like the standards and service, are the same anywhere. All of it gives me the chance to learn new things.’

Andrea began her tourism career in Victoria, where she took a two year high school tourism program. The courses gave her a head start in the industry and armed her with related credentials, such as a Foodsafe certificate. After graduating, she worked at a bakery at Butchart Gardens. This job kept her in constant touch with tourists. She then travelled to Australia, where she worked as a server.

Once back in Canada, her present job beckoned. ‘We have lots of regulars here. I like to remember their names and what they like to drink. It makes a difference to them.’

Andrea is currently completing her national certification as a Food and Beverage Server.