Tiếng Anh cho ngành hospo WHS Australia

Tiếng Anh lưu loát là một kỹ năng không thể thiếu để có thể xin việc trong ngành dịch vụ. Dựa trên kinh nghiệm làm việc 6 năm trong resort quốc tế và làm việc thực tế ở Darwin, hôm nay Luna tổng hợp quy trình phục vụ và các mẫu câu Tiếng Anh giao tiếp dùng trong ngành hospo cho các vị trí khác nhau như tiếp tân, phục vụ, food runner... Các bạn học thuộc những cụm từ này, đảm bảo mức độ tự tin sẽ gia tăng đấy ^^

Service Training Steps/Script

I - HOSTESS

Greet every single potential customer that pass by, especially the ones stopping to have a look on our menu.

Approach them with a smile/positive attitude and starting a quick/friendly chat.

Example:

WALK IN GUEST

"Good afternoon/evening! How are you today?"

"Are you just having a look? Ps: Explain the menu...

"Are you looking for anything specific?" Give recommendations/suggestions & offer a great table available. * If there is any.

CUSTOMER WITH RESERVATION

If the customer approaches the counter saying they have a booking/reservation, just make easier but always friendly and professional.

"Good afternoon/evening! How are you today?"

"Do you have a reservation? Under which name?"

Confirm the customer details and sit at the allocated table.

When sitting them...

"That's your table for tonight! Here is our drinks menu and our food menu!"

"Would you like some Still/Sparkling water or any drink to start with?"

"Your Waiter/Waitress will be with you shortly to explain the menu and take your orders"

PS: Say the Staff's name responsible for the section! *

II - WAITER STAFF

Responsible for the entire customer experience while they are sitting in your section.

Always with smile on and positive/friendly attitude prompt to help.

As soon as the Hostess sit the customer to the table and informs about the water/drinks, the waiter staff approach the table and start the service.

Example:

Step 1

"Hello, good afternoon/evening! How are you today?" Extra ex.for quick/friendly chat:

"How was your day? /Perfect weather today, isn't it? / Are you from Darwin?"

Explain the menu:

"That's our drinks menu where you will find the wine list on the second page, more

cocktails, spirits and non-alcoholic drinks on the third one"

"Our menu is divided by starters, main course, pasta and wood grill section. You can also

'take a peek' at our dessert menu at the back"

"My name is (your name), any questions or recommendations you might have or need, let

me know. I will be your waiter/waitress for tonight"

Step 2

Offer a beverage.

Example:

"Would you like to order a drink?"

"What are you feel like drinking today?"

TIME TO UPSELL

Example:

"Once you all having the same wine, would you like to share a bottle? So that you can get a fresh opened one and not the one is sitting in there for a bit"

If they say 'yes', you can also offer a better-quality bottle of wine of the same type. Usually is just $5 to $10 more.

Step 3

Serve drinks and offer starters

Whenever serving the drinks its time to ask the customer if they have any question.

If they need more time, give them more time.

If they want to go straight to the mains, inform them the average waiting time for their order and it's time to UPSELL!

"Your order will take approx. 20 minutes to come out (if is a busy night, probably more),

would you like to share a starter while you wait for it? Such as garlic bread?" (Or give a nice personal recommendation)

Step 4

Take food order. Repeat back order to customer. Remove menus

Make sure to provide great suggestions or able to be flexible and attend to their request.

(Remove ingredients/GF/DF/Vegan/Vegetarian/Siliac, etc.)

Every single detail counts and the customer will appreciate if he notices any effort the waiter staff is trying to make to attend their request or improve their experience.

Examples:

"I noticed you both order the same dish, why don't you choose two different ones and then you can share?"

"I noticed you are a meat-lover like me, but medium rare steak we strongly recommend at least

"You guys can play with the menu as much as you want, such as sharing plates, like tapas, one main course each or 3 courses meal."

Also don't forget to mention your name and put yourself available if they need anything else.

Step 5

Serve food. Warn hot plates. Offer Beverage

Probably at this stage they finished or almost their drinks. Time to offer another one.

ALWAYS SAY "ENJOY YOUR MEAL"

Step 6

2 minutes check back. Clear unnecessary plates/glassware.

That's an international rule! Waiter staff always check after couple of bites or two minutes after the meals have been served, so that we have their feedback, appreciation and time if we need to correct any mistake or unsatisfaction from the customer.

Examples:

"How is your meal going?"

"Everything is alright? Do you need anything else? Enjoy"

Offer salt and pepper if they need and tidy up the table, so that they feel more comfortable

to keep enjoying their meals.

Everything that isn't been used needs to be removed from the table, such as empty glasses, dirty napkins, plates, cutlery, etc.

Step 7

Clear plates/wipe table

As soon as noticed the customer isn't eating anymore and most of the guests at the table have finished their meals, approach them and ask if the plate can be removed.

The right restaurant code is to remove/clean plates only when EVERYONE has finished.

However, understandable to clean before if the restaurant is very busy.

Wipe the table down as much as possible, especially between courses or if wet/dirty table is

noticed,

Step 8

Suggest dessert menu or after dinner drink

Time to UPSELL again.

Most of guests will not order dessert because they are not even aware it is available in the

menu. So, make sure the menu is provided.

Example:

"I know you might be satisfied but any spare space to have a quick look at our dessert menu? Just for fun!

Step 9

Give them the bill, ask feedback and talk about TripAdvisor

When the customer requests the bill, check the items charged carefully, print it and try to give to them as soon as possible.

And now its one of the MOST IMPORTANT time of their experience.

TripAdvisor helps the restaurant to be seen in the market, people recognise and look up for

our venue and to add some extra income to the payslip.

Example:

"Thank you so much for coming, here is you bill, please check if everything is correct and I will come back with the card machine for you. Also, if you have couple of spare minutes in your smartphone, could you please scan this QR code. its our TripAdvisor page, which is a review platform that helps us to show the others how we are running our business."

"If you like the food, the service, the location, please just share at this page. If you want to

mention my name, it's up to you. My boss get even happier, might get a promotion, hahal"

Step 10

Process the bill on the table and say goodbye.

"Would you like a receipt or tax invoice?"

"Thank you so much for coming, have a lovely night"

"Thank you so much, hope see you again soon"

"You are always welcome, see you next time "

Hy vọng là bài viết hữu ích đến mọi người!

Cheers!

Luna