levels and to be sensitive to guest’s needs; for example, they check to ensure guests have everything they need as their entrée is placed before them. For example, if the guest had used the entrée knife to eat the appetizer, then a clean one should automatically be placed to the guest’s right side.

Another example of good service is when the server does not have to ask everyone at the table who is eating what. The server should either remember or do a seating plan so that the correct dishes are automatically placed in front of the guests.

People are all impressed most by the use of their own names. Recognition of this kind is music to the ear and the ego. In upscale restaurants, guest’s names are remembered by taking names from the reservation book and writing them on the meal check. This not only impresses the host and her or his guests, it may also increase the tip considerably.

A new creative service has emerged. A less formal – yet professional – approach is preferred by most of the guests.

Servers are not only order takers; they are the salespeople of the restaurant. A server who is undereducated about the menu can seriously hurt business.

One wouldn’t be likely to buy a car from a salesperson who knew nothing about the car, likewise, customers feel uneasy ordering with an unknowledgeable waiter.

Professional Service schools suggests two strategies:

First, start from scratch and assume all servers know nothing about the food: Second, make learning fun – teach no more than three menu items a day and tell

stories and use images to help things stick in servers’ memories.

It is also a good idea for the chef to coach the servers.

Tasks to the text:

Ex.1. Complete the sentences, using the information from the text:

1.The needs and desires of the guests are what is important - - -

2.A less formal – yet professional - - -

3.Good servers quickly learn - - -

4.Another example of good service is - - -

5.People are all impressed by - - -

Ex.2. Agree or disagree with the following statements:

1.Servers are mainly order takers.

2.Customers feel uneasy ordering with an unknowledgeable waiter.

3.It is not a good idea for the chef to coach the servers.

4.With Russian service the food is cooked in the kitchen.

5.American service is not a simplified version of Russian service.

Ex.3. Answer the following questions:

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1.What are the main types of restaurant service.?

2.Russian service can be used at a banquet, can’t it?

3.Is American service a simplified version of Russian service?

4.Name the examples of good restaurant service.

5.Do you think Russian service is better than American service?

Ex.4. Identify key points in the text and extract information from it to pass on to your partner.

Ex.5. Let your partner see whether key points identified by you are the same as those covered in the text. Let him agree or disagree with you.

Ex. 6. Produce a mind-map concerning types of restaurant service.

Ex. 7. Compose situations with the following expressions:

Russian service; American service; good service: bad service; a music to the ear and ego.

Text 6. STARBUCKS

Today’s coffee lovers can choose in estimated 8000 outlets that serve

Starbucks, a figure up from 200 in 1989.

According to the company, coffee is not a trend, it is a lifestyle. Starbucks has been doing the coffee experience since 1971, when three men opened gourmet coffee shop in Seattle, Washington. Many people are unaware that Starbucks has been around for so many years. In fact, it wasn’t long ago that latte, cappucchino and expresso were not part of America’s everyday life.

Starbucks success can be attributed greatly to marketing efforts. In 1982, the company hired Schultz as its marketer. After visiting Italy the following year, Schultz was inspired. The realationship he saw between people in Italy awakened him to the untapped markets in America. The corporation is now the leading retailer, roaster and brand of specialty coffee, with 2300 Starbucks stores in the United States, Canada, Japan. There are also Starbucks stores in Russia. Starbucks supplies fine dining, food service, travel and restaurant accounts with both coffee and equipment.

Approximately 30000 employees, undergo five sessions of rigorous training. They are taught to educate customers about coffee making, to remind them to purchase new beens weekly, to explain the various blends and beverages, and most important, to serve only the highest quality drinks. Employees learn to make the drinks in an eighthour seminar that includes lectures, demonstrations and hands-on experience. They

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taste beverages that do not meet quality standards so they can be more sensitive to an unsatisfied customer.

The average customer visits Starbucks 20 times a month. A latte and scone per day adds up to $ 2000 per year. Starbucks has also ventured into alliances with other companies. The Starbucks name can be found on mobile coffee carts in air-ports, bookstores and fine restaurants. Its extended line of products includes a coffeeflavored ice-cream from Dreyer’Grand, a coffee-flavored beer from Redhook Ale Brewery and a bottled version of its Frappuccino, which was developed with PepsiCo.

Global expension of Starbucks has been a large success all over the world. Its name was derived from “Mobi Dick” novel. The people all over the world enjoy reading it. They also enjoy visiting Starbucks, having fun and drinking nice coffee.

Tasks to the text:

Ex. 1.Work in pairs:

a) Look at the following words and phrases and think of a story that might combine them all. You may reorder them in any way you like using any form of the verb:

. a new coffee shop opened;

. the background of Starbucks

. rigorous training

b) When you have decided upon the story, tell it to your partner. Then listen to that of your partner. Ask each other as many questions as you can to learn further details or clarify some points.

Ex. 2. Divide the text into other logical parts and entitle each of them.

Ex. 3. Produce the role-play:

Pretend you are a chef of Starbucks in Moscow. You intend to create your own brand name. You also plan to improve food quality but without simplifying menus. At the same time your biggest challenge is to keep guests happy. What exactly will you be doing?

Ex. 4. While making your decision consider the following possible steps:

1.to research food trends;

2.to keep the guests happy:

3.to replace old coffee shops and restaurants:

4.to find niche:

5.to meet the diverse clientele’s needs:

6.to establish a combination of “hands on” and formal training:

7.to promote your subordinates.

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PART V. ADDITIONAL TEXTS.

Text 1 AMERICAN FOOD AND EATING HABITS

Speaking about typical American food, well, we have a phrase "as American as apple pie", so that's the first thing that comes to your mind. I suppose that a hamburger is rather American and pancakes with maple syrup. Pumpkin pie, of course. Hot dogs, I guess, would be another American thing. We've had people from all over the world come into America throughout its history and so we've rather absorbed all the world's cooking. You know, pizza is a very American thing now. 1 am not positive, but I believe it really comes from Italy.

Now, for main dishes - especially for dinner - Americans eat a lot of red meat, but more and more people are eating fish and poultry. Beef is the most popular red meat, followed by pork, and, least popular, lamb. In general, Americans like thick stakes. There are three ways to cook the meat: rare (not cooked very much), medium, and well-done (cooked a lot).

The favorite American vegetable is the potato. It is served in many ways, but the most common are: baked potato, mashed potato, and french fries. Corn, too, is a truly American vegetable. It is especially popular to eat the whole ear (cob) holding the ends with your fingers. This is called "corn on the cob".

Fresh fruit and vegetable juice drinking has become much more widespread in the United States. Many people start each day with a glass of freshly squeezed orange juice. Juices can also make you feel healthier because they contain plant enzymes that aid digestion. The American people think that juices are able to alleviate many common complaints such as sore throats and insomnia.

Eating out is popular in the USA. Some restaurants are open even for breakfast, many restaurants, especially the better ones, open lit about 11.30 a.m., others are open even for breakfast, many restaurants, especially the better ones, open at about 11.30 a.m., others are open twenty-four hours a day. It is often necessary to make a reservation. Otherwise the restaurant you chose may be filled up. By the way, do not expect to share a table with other parties. It just isn't done.

Text 2. BUYING MODERN GOODS.

Never has there been such a wide choice of attractive foods for the housewife to buy. Producers and manufactures use all their expertise to give us first-class condition at competitive prices, and with most of the hard work already done. Convenience foods are here to stay, since more and more women are running jobs and homes, and also have neither time nor energy for unnecessary chores.

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