Learn how to deliver vital information quickly, from a conversation between a hotel staff member and a guest
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| INTRODUCTION |
| Braden: Hi, everyone. Braden here. |
| Ann: Ann here. Taking A Beverage Order at a Hotel Restaurant. In this lesson, you will learn how to take a drink order at a Hotel restaurant. |
| Braden: This conversation takes place in the hotel restaurant. |
| Ann: It’s between the Guest and a waiter. |
| Braden: So, they will be speaking professionally. |
| Ann: Let’s listen to the conversation. |
| POST CONVERSATION BANTER |
| Ann:In the last few lessons, we talked about things you should do while making small talk. In this lesson, we’ll look at three things you should do before you start making small talk. |
| Braden:That’s right. First, be aware that some people won’t want to talk. Sometimes they are tired, sometimes they are thinking about something important, sometimes they are just talking on the phone with someone else. |
| Ann:For these and many other reasons, a guest at a hotel may not want to talk or hold a conversation. And be aware of their body language. |
| Braden:Exactly. For example, when Americans fold their arms in front of them across their chest, they usually don’t want to talk. |
| Ann:That’s right. Second, be aware of what’s going on in the news. You don’t have to know everything, but being aware of recent news can be very useful when making small talk. |
| Braden:So, for example, if the Super Bowl has happened recently, you could comment about it by saying something like, “Did you enjoy the Super Bowl?” |
| Ann:Third, always be respectful. Always treat your guests with respect, but in small talk this is especially important. |
| Braden:American culture has a tendency to move from formal to casual very quickly and, outside of work, this is very normal as many Americans dislike formality. However, as a professional, practice being able to maintain professional language even if the guest is not. |
| Ann:This can be very hard. For example, if the guest greets you with... |
| Braden:“What’s up?” |
| Ann:...You could appropriately respond by smiling and saying, “Not much. How are you, sir?” or even just “How are you, sir?” |
| Braden:Let’s take a look at the vocabulary for this lesson. |
| KEY VOCAB AND PHRASES |
| Ann:Let's have a closer look at the usage for some of the words and phrases from this lesson. |
| Braden:the first phrase we're going to look at is Australian Shiraz red wine. |
| Ann:The phrase “Australian Shiraz red wine” refers to a type of red wine called Shiraz that is produced in Australia. Shiraz originally comes from France, but probably the form that is most well known in the US is the Australian Shiraz. It is commonly ordered at restaurants and hotels. |
| Braden:Shiraz is sometimes referred to as a “man’s” wine, because the flavor is so robust. Add to the fact that its particular type of flavor naturally goes well with steak and other red meat dishes, and its “manly” image is difficult to avoid. |
| Ann:The second phrase we’ll look at is “beverage menu.” |
| Braden:The phrase “beverage menu” means a menu that has beverages. A “beverage” is something you drink, such as water, beer, wine, or sodas. |
| Ann:That’s right. Hotels and restaurants usually have a separate beverage menu for the alcoholic drinks they offer, while non-alcoholic beverages, such as juice and soda, are usually on the main menu. |
| Braden:There are two ways to pronounce “beverage.” First, you could pronounce each syllable clearly. For example, “beverage” |
| Ann:Or you could say it in the more neutral American way which omits the second “e.” For example, “bevridge.” |
| Braden:Both are correct and acceptable. However, the full pronunciation of each syllable can sound more polite, and therefore is what we recommend. |
| Ann:Ok, now let's take a look at the grammar. |
| GRAMMAR POINT |
| Braden:The focus of this lesson is how take to a beverage order at a Hotel restaurant. |
| Ann:In the dialog, we hear the phrase “Are you ready to order or would you like to look at a menu?” |
| Braden:Most Americans enjoy drinking something with their meals, and at a restaurant it is no different. In the United States, the most common types of beverages ordered at restaurants are wines, beers, sodas, and water. |
| Ann:In general, there are a few steps to taking a beverage order. First is to recommend any special drinks or cocktails; second, take the order, and, third, confirm the order. |
| Braden:Step 1 - Recommending special drinks or cocktails. |
| Ann:When a guest first arrives, seat them and ask, “Are you ready to order or would you like to look at a menu?” |
| Braden:Sometimes, waiters and waitresses seat their guests and then walk away, assuming the guests will take some time to look at the menu. However, asking this question can make the guest’s stay more pleasant. |
| Ann:After your guests have responded, you should tell them about any special drinks or cocktails. If they have requested a menu, hand it to them. You could say, |
| Braden:“Today, our drink specials include a dry martini, and a sample of a 2005 Australian Shiraz.” |
| Ann:...as you hand each guest a menu. |
| Braden:Depending on your manager, you may give more information. For example, your manager may want you to say the ingredients of each special drink. However, giving drink prices is generally discouraged, unless the guest asks for the price. |
| Ann:Step 2 - Taking the order. When your guests are ready to order, approach the guest and begin taking their order by saying... |
| Braden:... “Excuse me, ma’am*. May I take your order?” |
| Ann:Okay, a quick side note here. It is generally considered proper to take orders from women first, then men, and the host last, if there is one. However, if the guests direct you to order from anyone first, then you should begin as instructed. |
| Braden:Exactly. Great tip! |
| Ann:Thank you! |
| Braden:Okay back on topic. When ordering, the guest may say something like, “I’d like a gin and tonic.” or “A Trinity Cocktail for me.” Write down what they order. |
| Ann:Remember to face the guest you are taking an order from, and to look at them while they are ordering. |
| Braden:Step 3 - Confirming the order. When the guest has finished ordering, repeat the order to make sure you understood and wrote it down correctly. |
| Ann:Exactly. You could say, “Yes, ma’am. That’s a vodka tonic on the rocks.” or “And for the gentleman, a scotch and soda.” |
| Braden:Be sure they confirm what you have said in some way. It’s customary, but not necessary, that the guest smile and nod their head to confirm. |
Outro |
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| Braden: That’s it for this lesson. Thanks for listening, everyone! |
| Ann: And we’ll see you next time! |
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