- •Учебное пособие
- •Содержание
- •Vocabulary practice.
- •Table service means the way customers are catered for by the restaurant staff.
- •Role play the following dialogue:
- •Vocabulary blossom to develop in a pleasing or favourable way
- •Unit 2. Classification of restaurants and bars
- •2. Read the following text and answer the questions:
- •Restaurants, Bars and Their Categories
- •Vocabulary
- •Vocabulary
- •Unit 3. Staffing and Internal Organization
- •1.2 Typical stations and responsibilities under the dining room brigade system
- •1.3 What other jobs in a restaurant can you think of? What are their duties?
- •Front of the house
- •Vocabulary
- •3. Exercise 3.1 Match the words on the left with the correct definitions on the right:
- •3.2 Match the words and phrases on the left with the correct
- •Discussion
- •Role-play
- •Vocabulary
- •3.Exercise 3.1 Mark each of the following statements tue or false (t or f). Correct the false statements.
- •3.5 Render the following text into English
- •Vocabulary
- •Butcher a person who cuts meats and prepares them for cooking
- •Read and translate the text. While reading the text sum up you’ve learned from text about:
- •Exercise 2.1 Answer the following questions:
- •French in the language of the restaurant.
- •3.1 Complete the sentences using the words and phrases in the
- •Idiomatic English.
- •4.1 Study the list of idioms and say what they mean in Russian:
- •4.2 Now practise the use of the idioms.
- •Match the idiom with its meaning:
- •Complete the sentences using idioms:
- •Vocabulary
- •Questions for discussion:
- •Vocabulary
- •Unit 6. Taking a Food Order
- •Read the text and translate it. While reading the text try to find answers to these questions:
- •Types of menus
- •Needs and Desires of Guests
- •2. Exercise 2.1 Match the words and phrases on the left with the correct equivalent on the right:
- •Say whether the following statements are true or false. Comment on the true statements and correct the false ones.
- •3. Discussion
- •Work in pairs.
- •. 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:
- •Vocabulary
- •Unit 7. The Menu
- •Read and translate the text. Sum up what you've learned from the text about:
- •Exercise 2.1. Answer the following questions:
- •Breakfast Menu
- •Breakfast at the may fair Served from 6.00 a.M. Until 12 noon
- •4. Vocabulary Practice
- •The woodland
- •Vocabulary
- •Unit 8. Dishes description
- •2. Read the following text and translate it into Russian: Cooking Methods
- •Ingredients in cooking
- •Vitamins and minerals
- •Vocabulary
- •Exercise 3.1. Match the methods of cooking with their definitions:
- •Stuffed tomatoes
- •Ingredients:
- •Vocabulary
- •Unit 9. Special Order
- •Read the following dialogue and answer the questions:
- •Vocabulary
- •Exercise 2.1. Classify the following foodstuffs into the religions that forbid them:
- •Vocabulary
- •Vocabulary
- •Vocabulary
- •Unit 10. Operating a Bar
- •2. Read and analyze the text: beverage service
- •Vocabulary
- •3. Exercise 3.1. Find in the text another way of expressing the following:
- •Vocabulary
- •Vocabulary
- •Unit 11. Dealing with Complaints
- •Reading. Read the dialogues in which customers are complaining about their problems. Make a note of each problem:
- •Vocabulary
- •Unit 12. Additional Services
- •Reading. Read the following text and answer the questions:
- •Vocabulary
- •Exercise 2.1. Study the information about banqueting and try to remember the fifteen points you would need to determine if you were organizing a banquet:
- •Vocabulary
- •Литература
Reading. Read the dialogues in which customers are complaining about their problems. Make a note of each problem:
1.
C. What do you mean, you’re full and there’s no table in my
name?
I phoned this afternoon and made a reservation.
H.W. I’m very sorry, Madam. There must be some mistake. But we
have a pleasant table in the Blue Room.
C. Well, I suppose we’ll have to manage with that, but I must tell
you I’m disappointed with you service.
H.W. I understand how you feel, Madam, but we will make every
effort to make your evening here a pleasant one.
2.
C. Waitress! I’m not happy with the steak.
W. I’m very sorry, Sir. What’s the problem?
C. I ordered it well done, but it’s completely rare.
W. Yes , Sir. There must be some mistake. I’ll change it for you
immediately.
3.
C. Head Waiter, I want to have a word with you.
H.W. Yes, Sir. Is there something wrong, Sir?
C. Yes, there certainly is. We arrived twenty minutes ago and we
still haven’t seen the menu. The service here is appalling.
H.W. I’m terribly sorry about that ,Sir. There must be some mistake.
I’ll send you a waiter immediately, and we’ll make sure you
enjoy your meal.
4.
C. Look! You’ve spilt soup all over my dress!
W. I’m terribly sorry, Madam. I’ll bring some water and a
napkin...
C. No, you’ll only make it worse. I want to speak to the
Manager.
W. Very good, Madam.
M. I do apologize for this unfortunate accident, Madam. We’ll be
happy to pay your cleaning bill, of course, if you’d like to
have your dress cleaned.
C. Oh, you will? In that case…
5.
C. Waitress! Look here, that’s chicken. I ordered fish, the
Rain-bow Trout Normandy.
W. Of course, you did, Sir. I’m so sorry. I’ll bring you your dish
immediately, Sir.
6.
C. Waiter! This wine’s got a most peculiar flavour.
W. Yes, Sir. I’ll take it back. Perhaps you’d like to choose
another wine instead, Sir.
Exercise 3.1. Complete the following sentences:
1. I’m … there isn’t a table free till 10 pm.
2. I’m sorry that this unfortunate … should have arisen.
3. We shall make every … to make your evening a pleasant one.
4. We do … for this inconvenience.
5. I’m sorry, Sir. I’ll bring you another bottle … .
Exercise 3.2. Study the useful phrases of dealing with complaints and discuss the situations they could be used:
Is anything wrong, Madam?
Excuse me, but could you tell me what the trouble is, Sir?
I’m afraid we don’t have any just now.
I’m afraid that is not possible, Madam.
That’s rather difficult I’m afraid, Sir.
We’re rather full this evening I’m afraid.
I’m extremely sorry to hear that.
I’m very sorry, Sir , but we are obliged to observe the regulations.
I’m so sorry, Madam, there must be some mistake.
I do hope you will accept our apologies.
I do apologize for this unfortunate incident.
I’m sure you understand.
We’ll attend to it right away.
We will certainly see what we can do about it, Sir.
I’ll see that it’s changed right away, Madam.
I’ll have it seen to immediately.
to attend to - заняться чем-то
Exercise 3.3. If you were the head waiter or the manager of a restaurant what would you say in the following situations:
1. A party of guests want a table but the restaurant is full.
2. A guest complains that the bill is not correct.
3. A waiter has spilt some red wine on a gentleman’s suit.
4. A guest wants roast turkey but there isn’t any left.
5. A guest complains that the white wine is not chilled enough.
Exercise 3.4. What should you say in every case? Match numbers with the letters:
1. ask what the problem is a) Please, accept my apologies.
2. apologize b) I do apologize, Sir.
3. explain the reason for c) I’ll ask the manager to come.
the problem d) What is the problem?
4. offer a solution or e) There aren’t any more tables
compensation available.
f) I’ll ask the chef to heat it up for you
g) I’m afraid we’re very busy this
evening.
h) Could we offer you a coffee on
the house?
i) I’m very sorry, Sir.
j) We’ll pay for it to be cleaned.
Exercise 3.5. Read out another complaint and answer the questions:
W. I’m very sorry, Sir.
G. Look what you’ve done! My new suit is covered in cheese sauce!
W. I do apologize, Sir. Let me try to clean it for you.
G. No. This is a very expensive suit. I want to see the manager.
W. Certainly, Sir. I’ll ask her to come as soon as possible.
H.W. Good evening, Sir. My name’s Susan Davies. I’m the Head
Waiter.
What’s the problem?
G. The problem is your waiter has spilt the sauce all over me!
Look at my suit. It’s covered in cheese sauce.
H.W. Please, accept my apologies.
G. But what about my suit?
H.W. We’ll pay for it to be cleaned, of course, but could I try to clean it
for you with water first? Could we offer you a coffer while you
are waiting? It’s on the house.
G. All right, then. I’ll have a large cappuccino with chocolate on top
and a biscuit.
- Why does the guest want to see the manager?
- What solution does the Head Waiter offer?
- Who pays for the coffee?
Complete the sentences:
1. I do … , Sir.
2. Let me … it for you.
3. I want to … the manager.
4. Certainly, Sir. I’ll ask her to come … .
5. I’m the Head Waiter. What … ?
6. Please, accept … .
7. We’ll pay for it … , of course.
8. Could I … it for you with water first?
9. Could we … a coffee while you wait?
10. It’s on … .
Exercise 3.6. Complete the complaints with the words in the box:
a) missing d) dirty g) rude j) draughty
b) busy e) cracked h) slow
c) blunt f) noisy i) broken
1. I’m sorry about the service this evening but we’ve very … .
2. Could you close the window, please? It’s a bit … here.
3. I can’t cut my steak with this knife. It’s … .
4. They haven’t cleaned this place for years. It’s so … .
5. The service in this restaurant is … . We ordered an hour ago.
6. Be careful! The glass is … and there are pieces everywhere.
7. Waiter, could you change my cup? It’s … and I nearly cut my lip.
8. How can I eat my soup? My soup spoon is … .
9. This restaurant is very … . The music is too loud.
10.The waiter’s so … . He’s not polite at all.
Exercise 3.7. Choose the appropriate word:
1. Is everything to your … ?
a) pleasure b) satisfaction c) taste
2. This cake is not … enough.
a) salty b) underdone c) sweet
3. I’m … there aren’t any more tables available.
a) apologize b) terribly c) afraid
4. It’s a bit cold here. Could we have another table? It’s too … here.
a) noisy b) draughty c) dirty
5. This couscous is too … for me.
a) spicy b) sparkling c) medium-done
6. Sorry to keep you waiting. We’ve very busy this evening and we are
… .
a) missing b) short-staffed c) rude
Exercise 3.8. Match the complaints with the waiter’s answers:
1. This napkin is dirty. a) Certainly, Sir. I’ll ask him to come
2. The service is very slow. as soon as possible.
3. This soup is cold. b) I’ll see to it personally that you’re
4. It’s very draughty in here. served as soon as possible.
5. This wine is corked. c) We’ll pay for it to be cleaned.
6. I want to speak to the manager. d) I’ll ask the chef to put it back on 7. There’s a soup stain on my dress. the grill.
8. This steak is too rare. e)I’ll ask the chef to heat it up for you.
f) I’ll bring you another bottle
straightaway.
g) I’ll close the window for you.
h) I’ll bring you a clean one
immediately.
Exercise 3.9. Answer the following questions:
1. What are the main rules for a waiter to deal with complaints?
2. What phrases can help to calm down the guest and normalize
the atmosphere?
3. Use the situations in exercise 3.3, make up and perform the dialogues between the waiter and the guest.