Você está na página 1de 39

Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Índice

Índice............................................................................................................................................1
Objetivos......................................................................................................................................3
Metodologia de Avaliação............................................................................................................4
Conteúdos....................................................................................................................................5
I – Greeting the customer............................................................................................................6
III - Talking about food...............................................................................................................10
IV - Food and drinks classification..............................................................................................12
Meat.......................................................................................................................................12
Dairy products........................................................................................................................12
Fruits......................................................................................................................................13
Vegetables..............................................................................................................................14
Sweets & snacks.....................................................................................................................15
Fast food................................................................................................................................16
Drinks and beverages.............................................................................................................17
V - Describing Food....................................................................................................................18
VI - Kitchen Utensils..................................................................................................................19
VII - Meals of the Day.................................................................................................................21
VIII - Kitchen Verbs.....................................................................................................................22
IX - Food Idioms..........................................................................................................................24
X - Menus...................................................................................................................................25
XI - Bar Tools..............................................................................................................................28
XII - Cocktails, liquors, and mixes...............................................................................................29
XIII - Complaints.........................................................................................................................31
XIV - Speaking Practice:..............................................................................................................34
Webgrafia:..................................................................................................................................36
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Objetivos

 Interpretar e produzir textos de diferentes matrizes discursivas em inglês, a


nível do utilizador independente, adequando-os às diversas situações
comunicativas próprias do serviço de bar na restauração.
 Interagir e comunicar em inglês, a nível do utilizador independente.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Metodologia de Avaliação

Instrumentos de Avaliação Ponderação


(Saberes e Competências) 60%

Observação de Aulas Ponderação


(Atitude e Empenho) 40%
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Conteúdos

Funcionamento da língua inglesa

 Regras gramaticais de sintaxe e semântica.


 Unidades significativas: parágrafos, períodos, tipos de fase, estrutura frásica
 Adequação discursiva.
 Vocabulário técnico do serviço de restaurante/bar em língua inglesa:
o receção e atendimento do cliente,
o execução dos diferentes serviços de restaurante/bar,
o despedida e resolução de reclamações.
 Fórmulas e estruturas habituais na comunicação oral em inglês - as expressões
básicas utilizadas usualmente, comunicação no contexto social e profissional.
 Fórmulas e estruturas habituais na comunicação escrita em inglês.
 Aspetos sonoros, rítmicos e de entoação característicos na comunicação oral
em inglês.

Funções da linguagem

 Comparar e contrastar
 Prestar e receber informações
 Ouvir e exprimir opiniões
 Sugerir
 Descrever
 Perguntar e exprimir preferências
 Aconselhar
 Apresentar
 Pedir autorização
 Criticar

Descrição e identificação

 Serviço de restaurante/bar
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

I – Greeting the customer

Shall I take your coat (s)/


your umbrella(s)…?

Will this table suit you?


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Here’s the menu and


the wine-list.

or if you prefer, we have a selection of cocktails


or traditional aperitives.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

It’s a non alcoholic drink, composed of squeezed


orange juice and grenadine syrup.

I’ll be right back !

A. Complete the dialogue:


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

1. …… evening Sir, have you got a …………………. ?

2. Yes I have.

3. What’s the ………….. ?

4. Mr Burton.

5. Shall I …. your ……?

6. Yes, please.

7. This ….., please!

8. ……………………..

9. Here’s the………… .

10. Thank you.


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

 Useful phrases at the restaurant:


 Hi, I'm Sue, I'll be your server for tonight.

 What can I do for you?

 Can I help you?

 Can I take your coat?

 Have you booked a table?

 How many are you?

 Would you follow me, please?

 Can I take your order, sir/madam?

 What would you like to start with?

 What would you like to drink?

 What would you like for dessert?

 How would you like your steak? (rare, medium, well done)

 Do you want a salad with it?

 What kind of dressing?

 Anything to drink?

 Do you want a dessert?

 The burgers are very good.


 Sorry, the hamburgers are off.

 Is everything all right?

 Did you enjoy your meal?

 Are you paying together?

 May I show you to a table?

 If you wait, there'll be a table for you free in a minute.

 Do you want vegetables with it?

 Why don't you try the pizza?

 It'll take about 20 minutes.


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

III - Talking about food

B. Listening and Comprehension. Listen to these four people talking about their
breakfast.

Hi, I’m Monica! I’m 16 and I’m American. For breakfast I usually have
pancakes with butter and jam or cereal with milk. Cornflakes are my
favourite. Oh, and I always drink a glass of orange juice as well.

Hello, my name is Peter. I’m 40 and I’m English. In the morning I always
have full English breakfast: toasts, sausages, baked beans, black pudding,
fried eggs, tomatoes and mushrooms. I usually have a cup of coffee with
my breakfast or English tea.

Hello, my name is Cristine. I’m 20 and I’m French. I usually have a


croissant with butter and a cup of black coffee. In the morning I always
eat a piece of fruit, an apple or a banana.

Hi, I’m Mark. I’m 12 and I’m English. I usually have a toast with butter and
honey for breakfast. I have a sweet tooth so sometimes I have a glass of
hot cocoa with marshmallows as well.

A. Choose their nationality, according to what you have heard.

1. Monica is… a. b. c.

2. Peter is… a. b. c.

3. Cristine is... a. b. c.

4. Mark is… a. b. c.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

B. Identify all the food items described.

Monica Peter Cristine Mark


cereal
jam
pancakes
fruit
mushrooms
honey
milk
eggs
tea
coffee
toast
tomatoes
croissant
orange juice
milk
black pudding
sausages
butter
baked beans

I am in the protein group. I come from a


farm animal. Open me up and you’ll see
I am in the vegetable group. I
two parts. I am popular in many
grow underneath the ground. I
breakfast recipes. I can be served in
can be eaten raw or cooked. I
many ways, like scrambled, poached, or
help keep eyes healthy. I am
boiled.
the color orange.

I am in fruit group. I am in season


I am in the vegetable group. I am green. I taste good most of the year. I am round and
raw, steamed or roasted. My closest vegetable plump with tiny seeds inside. You
cousin is cauliflower. I look like a miniature tree. may have heard” one of me a day
keeps the doctor away”.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

IV - Food and drinks classification

Meat

bacon beef chicken ham

lamb pork salami sausages

turkey fish roast shashlik

Dairy products

butter cheese margarine milk

yoghurt cream milk shake sour cream


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Fruits

almond apple apricot banana

coconut grapes kiwi fruit lemon

melon nut orange peach

peanut pear pineapple plum

strawberry
raspberry tangerine watermelon
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Vegetables

beans cabbage carrot cucumber

eggplant garlic mushroom onion

peas pepper potato beetroot

raddish lettuce turnip asparagus

broccoli corn tomato cauliflower


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Sweets & snacks

peanut butter cake bonbons chewing gum

chocolate cookies crisps ice cream

lollypop pancakes popcorn pudding

candy canes candy cupcake donut

muffin pie nachos pretzel


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Fast food

burger burrito cheeseburger club sandwich

fish & chips grilled chicken hamburger hot dog

hot wings kebab pizza pita

salad sandwich sausage roll skewer

stuffed pastry taco


toast French fries
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Drinks and beverages

tea coffee espresso hot chocolate

latte macciato cappucino chocolate shake smoothie

soda coke fruit juice mineral water

Coconut drink lemonade long drink margarita

beer brandy champagne wine


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

V - Describing Food

HOW DOES IT TASTE?

BITTER BLAND HOT SALTY


Having a sharp, pungent taste or smell;
"Tasteless” not sweet.
unseasoned or otherwise chilli, usually,. orFood
Plenty ofuninteresting tasting only
occasionally of, containing,
pepper. or preserved with salt.

SPICY
Full of flavours such as cinnamon, cloves, nutmeg,

acteristic of sugar or honey; not salty or bitter.


RICH MILD
SHARP
SOUR Food of strong flavour, usually sweet, but not
Food
always
easy. to digest
Sour, tangy, acid
Having an acid taste like lemon or vinegar.

HOW IS ITS TEXTURE?

STODGYCREAMY MOIST
RIPE Very heavy
Dense foods that take a while to digest
Food a little wet
Food that is ready to eat. GREASY / OILY
y, and brittle, especially in a way considered pleasing
Food that has been fried in oil
CRUNCHY CHEWY
Food that makes a grinding noise when bitten or crushed
Food that you have to chew a lot before swallowing it
CLAMMY MUSHY
Unpleasantly damp and sticky TENDER Food that is very soft
Easy to chew
BRITTLE
Hard but breaks easily
JUICY STALE
TOUGH
Food that contains a lotFood that is no longer fresh
of juice
You have to bite quite hard into it
HOW IS IT COOKED?

STEAMED COATED
FRIED
Cooked with the steamed producedBROWNED
using heat Covered with a layer, especially flour or egg. STEWED
Food cooked in a pan with oil
Food slightly fried, until browned Food cooked slowly in liquid

BAKED/ROASTED
POACHED STUFFED Food cooked in the oven
Food boiled gently filled with seasoned stuff GRILLED BOILED
Food
Cooked on a metal frame with strong cooked
direct in a pan with hot water
heat

DICED
Food cut into small squares

NEGATIVE POSITIVE
DELICIOUS, tasty, appetizing,
HARSH, unpleasant to the taste,
SUCCULENT, juicy, moist,
TASTELESS, lacking flavour YUMMY, delicious,
DISGUSTING, arousing revulsion APPEALING, attractive, tempting
MOUTHWATERING, delicious
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

VI - Kitchen Utensils

A. Match the names of kitchen utensils with the photos on the left and then fill
in the sentences with the appropriate kitchen utensil.

1 2 3 4

___ frying pan


___ muffin tin
5 6 7 8 ___ thermometer
1 ___ wok pan
___ knives
___ garlic press
___ grater
___ colander
9 10 11 12
___ sauce pan
___ spatulas
___ scissors
___ cutting boards
___ plastic containers
13 14 15 16 ___ pot with a lid
___ rolling pin
___ grilling pan
___ casserole
___ scale
___ peeler
17 18 19 20 ___ pizza wheel
___ whisk
___ ice cream scoop
___ meat hammer
___ meat chopper
21 22 23 24
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

a) We use _____________________ to cut pizza into slices.


b) ______________ are used for cutting meat, vegetables, fish or fruit.
c) We cut/slice/dice everything on ______________________.
d) If you want to cook a soup or a stew, you will need __________________ to cook it
in.
e) ______________________ are used for storing the food in a refrigerator.
f) For measuring ingredients for a recipe, you need _________________.
g) When baking, we need ___________________ to roll the dough.
h) To beat eggs, or make whipped cream, use _________________.

B. Can you name the following cooking utensils? Write the name of each kitchen
utensil below its picture.

Blender Frying pan Measuring cup Mixing bowl Spatula


Can opener Garlic press Measuring spoons Potato masher Strainer
Corkscrew Grater Meat cleaver Roasting pan Tongs
Colander Ladle Mixer Rolling pin Whisk

a. ______________ b. ______________ c. ______________ d. ______________

e. ______________ f. ______________ g. ______________ h. ______________

i. ______________ j. ______________ k. ______________ l. ______________

m. ______________ n. ______________ o. ______________ p. ______________


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

q. ______________ r. ______________ s. ______________ t. ______________


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

VII - Meals of the Day

A. Complete the texts using the words from the box below.

Breakfast
Breakfast is the (1) __________________ meal of the day. So, do not (2)
__________________ it. It improves your memory, (3) __________________ levels
and creative thinking.

Mid-morning snack
This is a light meal eaten in the middle of the morning. It normally consists of some
bread, a (4) __________________ or biscuits with a (5) __________________ of tea,
milk or coffee. It gives you extra (6) __________________.

Brunch
Brunch is a late morning meal. It combines (7) __________________ and lunch. You
usually have it when you get up (8) __________________ or occasionally on planned
meals.

Lunch
It is usually a light meal taken in the middle of the day. It’s common to bring a cold (9)
__________________ lunch to school or have a (10) __________________ meal there.

Tea
It’s a light meal taken in the (11) __________________. Traditionally tea would be
served in a tea pot with (12) __________________ or sugar. Nowadays it is replaced
by an afternoon snack or (13) __________________ break.

Dinner
It is the (14) __________________ meal of the day. It is often a hot or (15)
__________________ meal consisting of fish or (16) __________________,
accompanied by rice, noodles or (17) __________________ and followed by fruit or
(18) __________________.

Supper
It is the (19) __________________ meal of the day. It’s either a light meal served late
in the evening or a (20) __________________ eaten before you go to bed.

●breakfast ● afternoon ● potatoes ● cake ● first


● hot ●main ● snack ● energy ● coffee
● dessert ● concentration ● late ● meat ●cup
● last ● skip ● packed ● milk ● cooked
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

1 boil 2 cut 3 add 4 stir 5 fry 6 peel


7 weigh 8 chop 9 pour 10 bake
VIII - Kitchen Verbs 11 spread 12 beat

Match the kitchen verbs to the pictures. Then read their definitions and write the verbs on
Put soft stuff all over something: _________

Cook something or to be cooked in hot oil:


_____________________________

Cook something in very hot water:


_____________________________

Cut something with a knife or an axe:


____________________________

Make food in an oven:


_____________________________

Make liquid flow out of or into something:


_____________________________

Measure how heavy something is using a machine called scales: ______________________

Take the outside part off a fruit or vegetable:


_____________________________
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

B. Read the sentence and circle the correct word.

1. This is how we make bread and cakes.

a. bake b. boil c. fry

2. This is when you cook something for too long and it becomes black.

a. burn b. microwave c. grill

3. We must do this to some foods before we can eat them.

a. lunch b. cook c. dinner

4. This is when we use the hot air from boiling water to cook something.

a. fry b. grill c. steam

5. This is when we use a small machine to make food or drink hot again.

a. burn b. microwave c. bake

6. This is how we cook chicken in an oven.

a. roast b. burn c. lunch

7. This is how we cook sausages under heat.

a. burn b. grill c. roast

8. This is when we cook something in lots of hot fat or oil.

a. fry b. microwave c. grill

9. This is how we make water very hot.

a. roast b. steam c. boil

10. We eat this meal at night.

a. dinner b. breakfast c. lunch

11. We eat this meal in the middle of the day.

a. grill b. breakfast c. lunch


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

12. We eat this meal in the morning.

a. breakfast b. lunch

IX - Food Idioms

A. Match idioms with definitions

1) apple of her/his eye a) participate in something that is happening


2) bad egg b) basic needs of life (food,shelter,clothing
3) bread and butter c) a very lazy person
4) butter up d) a task that is easily accomplished
5) couch potato e) flatter someone to try to get their favor or friendship
6) finger in the pie f) someone or something that one likes a lot
7) piece of cake g) use or spend something and still keep it
8) eat one’s cake and have it too h)  a bad person

B. Complete the sentences with proper idioms


1. That man is a _________________________ so you should try and avoid him if
you can.
2. The little girl is _________ of her grandfather’s ______.
3. The voters are worried _____________________________ issues like jobs and
taxes.
4. He is a real _____________________ and just sits around watching TV and
staying indoors all day.
5. He spends most of his free time trying to _________________ his boss so that
he won’t have to work so hard.
6. He always tries to keep his ____________________ so that he can control
everything.
7. He refuses to give up anything and always wants to ______________________.
8. It was _______________________. I had everything done before lunch this
morning.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

X - Menus

1. Appetizers:
- Southwestern Spring Rolls
Grilled chicken, veggies, black beans and cheese.
- Fried Mozzarella
Crispy and covered with real Parmesan and served with tomato sauce.
- Minerva’s “Seven Sauces” Fries
A huge bowl of fries with seven different sauces to try!

2. Starters:
- Broccoli & Cheese Soup
Made daily with fresh broccoli and cheese.
- Minerva’s Special Chicken Salad
Fresh lettuce with chicken fingers, diced tomatoes, cheddar cheese and bacon.
- Stuffed Baked Potato
A delicious baked potato stuffed with beans and tomato sauce.

3. Main Courses:
- Handcrafted Steak
A huge lamb steak with mashed potatoes and onion.
- Minerva’s Special Hamburger
With fries and steamed broccoli.
- Galician Seafood
Fresh and spicy!

4. Desserts:
- Double Chocolate Cake
With a melted heart of warm chocolate. Served with vanilla ice cream.
- Strawberries & Ice Cream
Fresh strawberries over vanilla ice cream.
- Assorted Milkshakes
*Useful Vocabulary:
Freshly made just for you!
- Veggies: Short or
familiar form of
5. Beverages: “vegetables”.
- Coke - Diced: Cut with the
- Beer form of a dice, which is a
three-dimensional
- Red Wine
quadrangle.
- Orange juice - Stuffed: Filled with, full
of.
- Steamed: Cooked
beyond boiling water.
- Melted: Something
melts when it gets liquid
after heating.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

At The Restaurant

bill / bottle / dessert / drinks / fish and chips / menu / problem / order / table /
thank you / hungry

A. Use the following words to complete the conversation.


Guests: A ___________________ for two, please.
Waiter: Yes of course, no _________________.
Guests: ______________.
Waiter: Here you go. Would you like to see the ____________?
Guests: Yes please. We are very ____________.

(The guests look at the menu)

Waiter: Are you ready to __________________?


Guests: We’d like _______________ please.
Waiter: Would you like any _________________?
Guests: An orange juice, a coke and a ___________ of red wine.

(The guests have finished their meals)

Waiter: Would you like a _________________?


Guests: No thank you. Could we have the _________ please?

B. Match the following expressions


1. I´m starving. a) I prefer
2. the food is on me b) food you can buy and take home
3. I'm sick and tired of c) not expensive
4. it´s a deal d) I’m very very hungry
5. I can´t stand e) I hate
6. reasonable prices f) OK, I agree
7. take away food g) I’ll pay for the food
8. I like... better h) I´m tired and bored of
9. I can recommend it to you. i) I’ll try it
10. I´ll give it a try j) I advise you, I suggest you
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

C. Look at the Seaview Restaurant Menu and answer the questions.

Seaview Restaurant Menu


Starters _______________________________________
Soup of the day £3.50 - Grilled low-fat goat’s cheese (V) £3.95 -
Smoked salmon £5.95

Salads _____________________________________________
Mixed salad (V) £5.50 Seafood salad £7.25

a. Main Courses ______________________________________ Which is


Fillet steak, served with chips and carrots £10.75 - Summer vegetable
omelette (V) £6.95 the best
Grilled tuna, served with a choice of fresh vegetables £9.95
starter for
Desserts ___________________________________________
Cheesecake £2.95 - Selection of ice cream £2.50 - Cheese and biscuits someone
£2.95
on a diet?
Beverages ___________________________________________
Glass of wine (red or white) £1.95 - Beer £2.25 - Bottle of wine (red or
white) £9.95 - Soft drinks £1.75 - Coffee (cappuccino or filter) £1.30

25% discount on children’s portions.


(V) Vegetarian

…………………………………………………………………………………………………………………………
b. What main course can a vegetarian have?
…………………………………………………………………………………………………………………………
c. Can you have fruit for dessert?
……………………………………………………………………………………………………………………………
d. How many types of coffee are there?
…………………………………………………………………………………………………………………………
e. Do children pay the same as adults?
…………………………………………………………………………………………………………………………
f. What would you order for a main course?
…………………………………………………………………………………………………………………………
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

XI - Bar Tools
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

XII - Cocktails, liquors, and mixes

Every bar or restaurant has rules about how much alcohol to put in a cocktail and
how to build it. The following recipes do not contain specific amounts.

Classic Cocktails
Black Russian vodka, coffee liqueur, on ice (for a white russian-add milk)

Bloody Mary vodka, tomato juice, tobasco sauce, Worcestershire sauce,


salt, pepper, celery salt, slice celery, on ice

Cosmopolitan vodka, orange liqueur, cranberry juice, lime, on ice

Daquiri light rum, lime juice, sugar, blended with ice (for a strawberry
daquiri use strawberry mix or syrup)

Long Island Iced Tea vodka, gin, rum, orange liqueur, lemon juice, cola, on ice

Margarita tequila, lime, salt, blended with ice

Martini gin, dry vermouth, (garnish with olive)

Pina Colada rum, coconut milk, pineapple juice, blended with ice

Screwdriver vodka and orange juice, on ice

Tom Collins gin, lemon juice, sugar, soda water, on ice

Common Liquor

Gin clear alcohol flavoured with juniper berries

Liqueur various sweet alcohols

Rum clear alcohol made from sugar cane, origin Caribbean

Vodka clear alcohol made from grain or potato, origin Russia

Whisky (Rye in light brown alcohol made from grain, origin Scotland
Canada)
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Tequila golden or clear alcohol, origin Mexico


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Beer and Coolers

Domestic beer from the country that bar is located in

Local beer brewed nearby

Cans beer served in a tin

Bottles beer served in a glass bottle

Draft beer on tap

Keg beer in a large barrel

Ciders alcoholic drink from apples or other fruit

Coolers premixed and bottled alcoholic drinks

A. Read the following dialogue and role play it.

Bartender: Hi there. What can I get for you?


Guest: I need something cold.
Bartender: You've come to the right place.
Guest: Do you have any specials on?
Bartender: We have highballs on for half price.
Guest: Sorry, I meant for beer.
Bartender: Our beer special tonight is a pitcher of local draft with a half
dozen wings for $12.99.
Guest: I guess I should have brought a friend. I think I'll just have a
Heineken for now.
Bartender: Sure, would you like that on tap or in a can?
Guest: Do you have it in a bottle?
Bartender: No, I'm afraid we don't.
Guest: That's okay. I'll take a pint.
Bartender: A pint of Heineken coming up.
Guest: Actually, you better just make it a sleeve.
Bartender: Sure. And should I start you a tab?
Guest: No, I'm driving. How much do I owe you?
Bartender: $5.25.
Guest: Here's 6. Keep the change.
Bartender: Thank you.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

XIII - Complaints

Handling Guest Complaints and Problems in a Restaurant / Coffee Shop

a) Approach the guest and ask politely if there is a problem:


Excuse me, may I help you Mr. Samuel? (Listen with concern and empathy).
Stay calm. And never argue with the guest.
Be aware of the guest's self-esteem. Show a personal interest in the problem,
Try to use the guest name frequently.
Tell the guest what can be the best done. Offer choices. Don't promise the
impossible, and don't exceed your authority.
Set an approximate time for completion of corrective actions. Be specific, but
do not underestimate the amount of time it will take to resolve the problem.
Monitor the progress of the corrective action done to resolve the guest
complaint.
Follow up. Even if the complaint was resolved by someone else, Contact the
guest to ensure that the problem was resolved satisfactory.
Restaurant staff should take corrective actions without any hesitation.
b) Apologizing and taking action as per issue:
I’m so sorry (about this), Mr. Samuel.
I’m terribly sorry (about this).
Please accept (our / my) sincere apologies, Mrs. David. 
c) For Complaints about the food:
Shall I bring you another Juice?
I’ll bring you another one right away.
I’ll change it right away.
I’ll speak to the chef, and see what we can do.
Would you like your steak  cooked a little more?
Would you like to order something else instead?
I’ll have the kitchen prepare another one. Would you like some wine while you
are waiting?
d) About the service:
I’ll attend to it right away.  / I’ll look into the matter at once.
I’ll see about your order right away. 
Excuse me, Mr. Bernard. It will be about another (15) minutes for your chicken
soup to get ready. 
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Your food will be ready in about (15) minutes. (Apologize if there has been a
delay.) Thank you for your patience.
e) About the air-conditioning:
I’ll turn the air-conditioning (down / up / off).
Would you like to move to a warmer place / table?
f) About the table:
I’m afraid all the tables (near the pool / lake view area) are already taken. I’ll
let you know as soon as when one is free.
I’m sorry, but the restaurant is very full at the moment. This is the only table I
can offer you.
g) Spillages and Breakages:
Let me help you, Mr. Wilson.  / Allow me, Mr. David.
I’ll fetch you a (towel / some water).
I do apologize for the accident, Mr. Langer. May I have it dry cleaned for you? 

Costumer: Excuse me, the room is too cold.


Could you lower the air conditioner please?

Waiter: Of course, sorry for the


inconvinience.

Costumer:Sorry, this is not what I ordered. I


ordered the chicken and this is beef.

Waiter: I’m terribly sorry, I’ll get your order


right away.

Costumer:Pardon me, this drink is not cold. Could


I have some ice?

Waiter: No problem, just a moment please.

Activity 1: Underline KEY phrases!


Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Activity 2: Role Play the following situations.

- I’ll take a salad and a steak please…and he will take a fish soup and a chicken
curry.
- Yes madam. Your food will be served in 10 minutes.

………………………………………it’s taking a very long time………………………………………………

- Excuse me, we have been here for half an hour already. Could you tell us when
will it be ready?
- Sorry madam. We didn’t expect so many customers today. I’ll talk to the cook.

………………………………………..it’s the wrong order …………………………………………..

- Excuse me… I think there has been a mistake. This is not what I ordered.
- Oh! I am terribly sorry. I’ll bring you your food immediately.

………………………………………..the cutlery is not clean ………………………………………………….

- Excuse me…Could I have another spoon? This one is not clean.


- Of course! I’m so sorry… Here you are.

…………………………………………the food doesn’t taste right………………………………………….

- Excuse me… My salad is too salty and her soup is cold… / The meat is
undercooked; The meat is overcooked / The sauce is too spicy.
- Sorry… I apologise on behalf of the kitchen. I will talk to the chef and have this
replaced immediately.

………………………………………………..…. the wrong bill ………………………………………………….

- Excuse me… There must have been a mistake. This is not our bill / There is
something in our bill that we didn’t order.
- Oh again I apologise…! I will fetch you the correct one in a minute.

………………………………………the service was terrible…………………………………………………

- I do apologise for all the troubles you have had. This doesn’t happen normally.
We are phenomenally busy today. Would you please accept a bottle of
champagne on the house to reward you from the inconveniences of the dinner?
- Yes, of course. Thank you.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

XIV - Speaking Practice:

A. Read and role play the dialogues.

Dialogue 1:
A: - I had no breakfast this morning.
B: - You must be very hungry.
A: - Yes, I´m starving.
B: - Let´s go get something to eat.
A: - Ok, but the food is on me.
B: - No way, you paid last time!

Dialogue 2:
A: - How often do you eat out?
B: - Well, almost every day.
A: - Wow, that´s great.
B: - Not really. I'm sick and tired of restaurant food.
A: - Oh, let´s eat at my place next time.
B: - Perfect, it´s a deal!

Dialogue 3:
A: - I can´t stand posh restaurants.
B: - Oh yes, I hate them too.
A: - The dishes are too small and the prices too high.
B: - That´s right. I prefer large meals for reasonable prices.
A: - Shall we go to KFC?

Dialogue 4:
A: - I love large meals of 3 courses or more.
B: - Really? And can you eat them all?
A: - Well, I usually buy it as a take away food and eat it all slowly at home.
B: - Ah! Well, I like light meals better in a nice restaurant.

Dialogue 5:
A: - Yesterday I was in the new restaurant round the corner.
B: - How was the food?
A: - Delicious. I can recommend it to you.
B: - Great. I´ll give it a try.
A: - Yes, you should go. It´s a really nice place.
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

B. Imagine the dialogue and role play it.


A/
You would like to invite one friend for a dinner, but you don´t have a lot of money.
Ask your friends what food and drinks they prefer and choose the person you think
will cost you the least money to invite.
useful phrases: What .....do you like better, it´s on me...., it´s a deal

B/
A friend wants to invite one person for a dinner. You would like to come. Tell your
friend why s/he should choose you.
YOU LIKE LARGE FAST FOOD MEALS AND SOFT DRINKS BUT NOT AT McDONALD´S
Useful phrases: reasonable prices, I can´t stand, I´m sick and tired of...

C/
A friend wants to invite one person for a dinner. You would like to come. Tell your
friend why s/he should choose you.
YOU ARE ALWAYS HUNGRY. YOU LIKE SALADS, FISH AND BEER AND YOU PREFER TAKE AWAY FOOD
Useful phrases: I´m starving, for a reasonable price, I like .....better

D/
A friend wants to invite one person for a dinner. You would like to come. Tell your
friend why s/he should choose you.
TODAY YOU WANT TO EAT BEEF STEAK IN A CHEAP RESTAURANT ROUND THE CORNER.
Useful phrases: I feel like eating, I can recommend ...., for a reasonable price,

E/
A friend wants to invite one person for a dinner. You would like to come. Tell your
friend why s/he should choose you.
YOU ARE A VEGETARIAN AND YOU LIKE WINE. YOU USUALLY DRINK CZECH WINE BUT YOU THINK
SPANISH WINE IS BETTER.
useful phrases: I can´t stand, I´m sick and tired of...., I want to give it a try
Módulo 09 - 4214 - Língua Inglesa aplicada ao Restaurante/bar

Webgrafia:

http://www.blairenglish.com

https://en.islcollective.com

https://www.speaklanguages.com

https://www.google.com

http://www.englisch-hilfen.de

https://www.phrasemix.com

http://www.ukstudentlife.com

https://www.englishclub.com

Você também pode gostar