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UNIT1 Communication Skills forSocializing with Guests

English for Hotel Food and Beverage Servers1.1 Greeting and being greetedGreeting and welcoming guestsWhich sentence is the most appropriate to greet hotel customers? Why? Great! How are you doing?Good morning,Mr. Anderson.How are you today? Hello.Identify the following greeting sentences as informal or formal.• Good morning, Mr. Anderson. How are you today? formal/informal• How are you doing? formal/informal• Hello formal/informal• Great formal/informal 1

English for Hotel Food and Beverage ServersLanguage FocusSocial GreetingsGood day, Mr. / Mrs. How are you (today)?Good morning, sir / madamGood afternoon, lady / gentlemanGood evening,Example: F&B staff: Good afternoon, Mr. Peterson. How are you today? Guest: F&B staff: I’m fine, thank you. And you? Very well. Thank you, sir.Culture Tips Saying “Hello” to a guest is informal. Always address the guests by their last name, for example: “Good morning, Mr. Peterson.” 2

English for Hotel Food and Beverage ServersLanguage FocusA warm welcome For a guest who’s just arrived: Welcome to the Five Star Restaurant, sir. For the returning guest or someone you have met before: Welcome back to the Five Star Restaurant, Mr. Peterson. It’s nice to see you again. Good afternoon. Welcome back to the Five Star Restaurant, Mr. Peterson. It’s nice to see you again.Activity 1Work with your partner to practice conversation for the following topics. 1. To greet and to welcome a guest who has just arrived. 2. To greet and to welcome a returning guest. 3

English for Hotel Food and Beverage ServersIntroducing oneselfWhat do you say to introduce yourself? Sawasdee ka. My name is Kannika.Activity 2Complete the following sentences using your own personal information.My name is . (your name)I’m a . (your position in the hotel)………………………………………… …………………………………………………………………………………… ………………………………………… 4

English for Hotel Food and Beverage ServersLanguage Focus My name is Tussanee. I’m a restaurant cashier. I’m a waiter/waitress. I’m a restaurant supervisor. May I help you, madam / sir?Activity 3Work with your partner to practice introducing yourself.……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………. 5

English for Hotel Food and Beverage Servers1.2 Saying and responding to thanksSaying ‘Thank you’, responding to ‘Thank you’ and ‘Compliment’Activity 4 What would you say to respond to the guests in the following situations?Thank you. The service is excellent.Restaurant worker: “...................................................................................................” 6

English for Hotel Food and Beverage ServersLanguage FocusResponding to thanksYou’re welcome, madam. (ma’am)My pleasure, sir.It’s been my pleasure, Mr. Foster. Culture Tips “NEVER MIND” should never be used when responding to thanks.Responding to compliments Thank you, sir. Thank you, ma’am. That’s very kind of you. Thank you, sir. I’m glad you like it. 7

English for Hotel Food and Beverage ServersActivity 5Complete each sentence with a correct response. 1. You did a very good job. 2. Thank you for your service. 3. Thank you for making a reservation for us tonight.4. The wine that you recommended is very good.5. Waitress: Here’s your coffee, madam. Guest: Thank you. Waitress:Leave takingActivity 6In which situation should you use the sentences below?Sentence A Sentence BGoodbye, madam. Goodbye, madam. WeHave a nice day. are looking forward to seeing you again.Sentence A …………………………………………………….…………….Sentence B ………………………………………………………………….. 8

English for Hotel Food and Beverage ServersLanguage FocusHave a nice day / evening.Have a nice trip/ journey.Have a nice meal.Enjoy your dinner / lunch / meal.Sentences which can be used to say goodbye to the guest who is going totake a flight back home or to the next destination.Have a safe trip / journey / safe trip home. Have a safe trip. Goodbye. Goodbye. Enjoy your sightseeing. Have a nice day. Goodbye 11

English for Hotel Food and Beverage ServersUpon a guest leaving the restaurant and checking out Goodbye, sir / madam. กู We hope you enjoyed your stay at our hotel. Thank you for staying / having a meal withus. We hope to see you again soon. 12