English for f&b Private Document's Starwood by Vật Phẩm Phong Thủy Danh Ngôn Văn Khấn

Essential Courtesy English

Essential English for Food & Beverage Service Restaurants, Lobby Lounge, Bars, Room Service and Pool Service

Think: How can I use this language to show the guests that I really care about them? 1

Essential Courtesy English

Contents PART 1. Essential Courtesy Language.................................................................................7 Section 1. General Situations......................................................................................8 1.1 Greeting a guest.................................................................................................8 1.2 Exchanging a greeting.......................................................................................8 1.3 Introducing yourself..........................................................................................8 1.4 Obtaining guest information..............................................................................8 1.5 Offering help.....................................................................................................9 1.6 Offering service.................................................................................................9 1.7 Making a polite request.....................................................................................9 1.8 Asking for permission.......................................................................................9 1.9 Giving items to a guest......................................................................................9 1.10 Showing that you understand..........................................................................10 1.11 Showing that you have difficulty understanding someone.............................10 1.12 Asking a guest to wait ....................................................................................10 1.13 Returning to a guest who has been kept waiting ............................................10 1.14 Making suggestions and recommendations.....................................................10 1.15 Giving directions.............................................................................................11 1.16 Talking about public transport........................................................................12 1.17 Passing a guest ................................................................................................12 1.18 Responding to praise.......................................................................................12 1.19 Responding to thanks......................................................................................12 1.20 Making conversation.......................................................................................12 1.21 Saying goodbye...............................................................................................14 Section 2. Dealing with Guest Complaints..............................................................15 2.1 Apologizing.....................................................................................................15 2.2 Saying that you will take action......................................................................15 2.3 Dealing with a complaint about something wrong or missing........................16 2.4 Dealing with a complaint about an Engineering problem...............................16 2.5 Dealing with a complaint about an air-conditioning problem.........................16 2.6 Dealing with accidents and spillages...............................................................16 2.7 Dealing with a complaint about poor service..................................................16 2.8 Dealing with a complaint about a facility or service.......................................17 2.9 Saying that you do not fully understand what the problem is.........................17 2.10 Dealing with a strong complaint about the hotel............................................17 2.11 Dealing with a complaint about a situation, which you are already dealing with..................................................................................................................17 2.12 Dealing with a complaint from a guest who did not know about a facility or Think: How can I use this language to show the guests that I really care about them? 2

Essential Courtesy English service..............................................................................................................17 2.13 Apologizing for an error..................................................................................17

Section 3. Dealing with Guest Requests..................................................................17 3.1 Saying that you can provide something..........................................................17 3.2 Saying that you cannot provide something.....................................................17 3.3 Offering service...............................................................................................18 3.4 Saying that you are not sure, if you can provide something...........................18

PART 2. Essential Food & Beverage Service English .......................................................19 Section 1. Table Reservations...................................................................................20 1.1 Answering the telephone.................................................................................20 1.2 Acknowledging a reservation request.............................................................20 1.3 Taking the table reservation details.................................................................20 1.4 Reconfirming a table reservation ...................................................................21 Section 2. Greeting and Seating Guests...................................................................21 2.1 Greeting and seating guests.............................................................................21 2.2 Dealing with table reservation problems ........................................................21 Section 3. Presenting the Menu ...............................................................................22 3.1 Seating the guest..............................................................................................22 3.1 Presenting the menu........................................................................................23 3.3 When a guest asks you for the menu..............................................................23 3.4 Asking a guest, if s/he would like to see the menu.........................................23 Section 4. Taking a Drinks Order and Serving the Drink....................................23 4.1 Offering a drink...............................................................................................23 4.2 When the guest does not want alcohol............................................................23 4.3 During the meal...............................................................................................23 4.4 Recommending special drinks........................................................................23 4.5 Presenting the drink........................................................................................23 Section 5. Serving a Guest at the Bar......................................................................24 5.1 Greeting the guest...........................................................................................24 5.2 Taking an order for a drink.............................................................................24 5.3 Suggesting a cocktail......................................................................................24 Think: How can I use this language to show the guests that I really care about them? 3

Essential Courtesy English 5.4 Taking the order..............................................................................................24 5.5 Serving the drink.............................................................................................24 5.6 Conversing with the guest...............................................................................24 5.7 Offering another drink....................................................................................24 5.8 Presenting the bill...........................................................................................25 5.9 Giving change.................................................................................................25 5.10 Saying goodbye to a guest..............................................................................25 Section 6. Taking a Food Order in a Restaurant ..................................................25 6.1 When you return to a table to take the order...................................................25 6.2 When the guest is not ready to order .............................................................25 6.3 When the guest calls you first to order...........................................................25 6.4 Getting more information ..............................................................................25 6.5 When a guest apologizes for ordering slowly.................................................26 6.6 Explaining portions.........................................................................................26 6.7 Explaining dishes............................................................................................26 6.8 Finding out what a guest likes before recommending....................................26 6.9 Making suggestions and recommendations ...................................................27 6.10 Saying something positive about the food......................................................27 6.11 Recommendation + description + positive comment.....................................27 6.12 MSG (Mono-sodium glutamate) disclaimer...................................................28 6.13 Talking about the food preparation time.........................................................28 6.14 Finishing the order-taking process..................................................................28 Section 7. Selling Wine.............................................................................................28 7.1 Showing the wine list......................................................................................28 7.2 Taking the wine order.....................................................................................28 7.3 Giving suggestions..........................................................................................28 7.4 Presenting the wine.........................................................................................28 7.5 Offering to pour the wine after it has been tasted...........................................29 7.6 Suggesting another bottle of wine...................................................................29 Section 8. Room Service Order-Taking .................................................................29 8.1 Taking an order for breakfast..........................................................................29 8.2 Asking for clarification...................................................................................29 8.3 Asking the caller to wait.................................................................................30 8.4 Taking an order for lunch or dinner................................................................30 Section 9. Table Service............................................................................................30 9.1 Serving the food..............................................................................................30 9.2 Responding to guest requests..........................................................................31 Think: How can I use this language to show the guests that I really care about them? 4

Essential Courtesy English 9.3 Checking satisfaction......................................................................................31 9.4 Clearing the table............................................................................................32 Section 10. Buffet Service.........................................................................................32 10.1 Helping a guest at the breakfast buffet...........................................................32 10.2 Questions about the breakfast buffet...............................................................32

Section 11. Room Service in a Guest Room ...........................................................34 11.1 Presenting breakfast in a room........................................................................34 11.2 Explaining how to use a toaster......................................................................34 11.3 Presenting lunch or dinner in a room..............................................................35 11.4. Clearing a breakfast tray from a room............................................................35 11.5. Clearing a lunch tray from a room..................................................................36 Section 12. Desserts & After-Dinner Drinks..........................................................36 12.1 Taking an order for a dessert .........................................................................36 12.2 Taking an order for coffee, tea and liqueurs...................................................36 12.3 Announcing last orders...................................................................................37 Section 13. Handling Problems and Complaints in a Restaurant .......................37 13.1 Asking the guest, if there is a problem...........................................................37 13.2 Apologizing.....................................................................................................37 13.3 Taking action .................................................................................................37 Section 14. Handling Room Service Problems and Complaints...........................38 14.1 Dealing with complaints made to a Waiter.....................................................38 14.2 Dealing with complaints made to an Ordertaker............................................39 Section 15. The Bill and Departure of the Guest....................................................39 15.1 Replying to a guest who asks for the bill........................................................39 15.2 Saying what methods of payment you accept.................................................39 15.3 Answering queries about the bill....................................................................39 15.4 Apologizing for and correcting errors.............................................................39 Think: How can I use this language to show the guests that I really care about them? 5

Essential Courtesy English 15.5 Dealing with tips and gratuities......................................................................40 15.6 Saying goodbye...............................................................................................40 Section 16. Pool Service ...........................................................................................40 16.1 Saying farewell to a guest who is leaving the pool.........................................40 16.2 Saying farewell to a guest who is leaving the pool with a towel....................40 16.3 Greeting a guest arrives who arrives when there are no sun beds free...........41 16.4 Dealing with a guest who wants to change his sun bed. ................................41 16.4 Dealing with a guest who wants to change his sun bed. (Other sun beds are available).....................................................................................................41 16.5 Dealing with a guest who wants to change his sun bed. (No suitable sun beds are available)...................................................................................................41 16.6. Dealing with a guest who lays a book on a sun bed and walks away.............41 16.7. Dealing with a guest who is naked at the pool................................................41 16.8 ..............Dealing with a guest who wants to move his/her sun bed closer to the edge of the pool.................................................................................................42 16.9. Dealing with a guest whose sun bed is blocking the pathway........................42 16.10 Telling a guest that the pool is closing early...................................................42 16.11 Telling a guest that the pool is closing............................................................42 16.12 Dealing with a sun bed reservation request....................................................42 16.13 Talking about plants at the pool......................................................................42 16.14 Dealing with a child who has urinated in the pool..........................................42 16.15 Dealing with toys and games at the pool........................................................43 16.16 Dealing with noisy adults and children...........................................................43 16.17 Answering a question about the depth of the pool..........................................43 16.18 Dealing with outside guests............................................................................43 16.19 Dealing with snakes and lizards at the pool....................................................43 16.20 Saying that you do not serve food after (7 p.m.)............................................43 16.21 Signing the bill................................................................................................44 16.22 Dealing with a guest who complains that you took a long time to take his order ...............................................................................................................44 16.23 Selling water at the pool.................................................................................44

Think: How can I use this language to show the guests that I really care about them? 6

Essential Courtesy English

PART 3. Essential Food & Beverage Vocabulary..................................................45 Restaurant Equipment.................................................................................................46 Table Equipment.........................................................................................................46 Breakfast.....................................................................................................................47 Cereals.........................................................................................................................47 Bakery Items...............................................................................................................47 Condiments.................................................................................................................48 Fruit Juices..................................................................................................................48 Fruit 48 Beverages....................................................................................................................48 Teas 49 Coffee 49 Milk 49 Cooking Styles............................................................................................................49 Meat 49 Pork 49 Beef 49 Poultry49 Lamb 49 Game 50 Offal / Other Cuts & Snacks.......................................................................................50 Seafood (Fish & Shellfish)..........................................................................................50 Vegetables...................................................................................................................50 Preparation Methods...................................................................................................51 Seasonings / Herbs......................................................................................................52 Dressings / Sauces.......................................................................................................52 Cheese 53 Pasta / Rice / Noodles.................................................................................................53 Nuts 53 Ingredients...................................................................................................................53 Preserved Vegetables..................................................................................................54 Dried Food..................................................................................................................54 Desserts.......................................................................................................................54 Flavours / Tastes / Description...................................................................................54 Verbs 54 Think: How can I use this language to show the guests that I really care about them? 7

Essential Courtesy English Meal Type / Course Names.........................................................................................55 Guest Belongings........................................................................................................55 Portions / Servings......................................................................................................55 Colours........................................................................................................................55 Room Vocabulary.......................................................................................................55 British and American English.....................................................................................57

Think: How can I use this language to show the guests that I really care about them? 8

Essential Courtesy English

PART 1 Essential Courtesy English To help you show you care. ...................................................

Think: How can I use this language to show the guests that I really care about them? 9

Essential Courtesy English

Section 1. General Situations 1.1 * * *

Greeting a guest Good morning, (Mr / Mr and Mrs ...). How are you? Good afternoon, (Ms / Miss / Mrs ...). Welcome (back) to ………………. Good evening, (sir / madam). May I help you? madam (pause) sir. gentlemen. ladies. ladies and gentlemen.

Use your traditional and custom for greeting guest

1.2 1.2.1

Exchanging a greeting If you greet the guest first Staff: (Somphea). Good morning, Mr Kite. How are you today? Guest: I’m fine, thank you. Staff: Good. Or: Staff: (Somphea). Good morning, Mr Kite. How are you today? Guest: I’m not feeling very well today. Staff: I’m sorry. Is there anything I can do for you?

You can show you care by using the guest’s name. If you do not know it, find it out.

1.2.2

If the guest greets you first Guest: Good morning. How are you today? Staff: I’m (fine / very well), thank you. And you, madam?

1.3 *

Introducing yourself (Bow). My name’s (...). Or: I’m (...).

1.4 * * *

Obtaining guest information Could I have your (name), please? May I have your (room number), please? Would you mind (filling in this form), please? Think: How can I use this language to show the guests that I really care about them? 10

Essential Courtesy English

1.5 1.5.1 * * * * *

Offering help General Situations May I help you, (madam)? How may I help you? Is there anything (else) I can do for you? May I be of assistance? Please allow me.

1.5.2 * * *

If the guest seems unwell Are you feeling all right, (sir)? Is there anything I can do to help? Would you like me to call someone for you? * I hope you feel better soon.

1.6 * *

Offering service Would you like me to ...? If youâ&#x20AC;&#x2122;d like, I could ...

May I ...?

e.g. Would you like me to bring it now, sir? e.g. If youâ&#x20AC;&#x2122;d like, I could phone the Reception Desk and ask. e.g. May I carry your briefcase for you?

Always look for ways you can help a guest or colleague. It shows you care.

1.7 * *

Making a polite request Could you ... please, madam? e.g. Could you spell your name, please? Would you mind ..., please?e.g. Would you mind repeating your surname, please?

1.8 * *

Asking permission May I ...? e.g. May I help you with that? Would it be possible (to ... / for me to...)? e.g. Would it be possible for me to move your bag?

1.9 *

Giving items to a guest Here is (your key), (sir). Think: How can I use this language to show the guests that I really care about them? 11

Essential Courtesy English * *

Here you are, madam. This is (your receipt), sir.

1.10 * * * * 1.11 * * * *

Showing that you understand I see. Certainly. Oh dear. (For bad news.) Oh, I’m sorry to hear that. (For bad news.) When you have difficulty understanding someone I beg your pardon? I’m sorry. I didn’t catch (that / your question / etc.), (sir). I’m sorry. Could you repeat (that / your first name / your question / etc.), please? I’m terribly sorry. I don’t understand. I’ll call my Supervisor.

1.12 * * * * * *

Asking a guest to wait One moment, please, (madam). Just one moment, please, (sir). Please excuse me a moment. Would you excuse me for one moment, please? Would you mind waiting a moment, please? If you would/will excuse me... e.g. If you will excuse me for a moment, I’ll find out.

1.13 * * * •

Returning to a guest who has been kept waiting I’m sorry to keep you waiting. I’m sorry to have kept you waiting. Thank you for waiting, (madam). Thank you for your patience, (sir).

Always apologize when you keep a guest waiting. It is polite and it shows you care. 1.14 Making suggestions and recommendations Perhaps you’d like to try (...). * You (could / should) try (...). * I (suggest / recommend) you (go to ... / try ...). * If like shopping, I suggest you go to (...). * If you are interested in (night life), I recommend you go to (...). * If I were you, I’d (take an umbrella today. It looks like it’s going to rain.) * There’s a very good (Hai Hoa restaurant) nearby on (...) Road. Think: How can I use this language to show the guests that I really care about them? 12

Essential Courtesy English like Italian food, we have a very good Italian restaurant called Feast restaurant on the first floor. need business services, we have a very well equipped and efficient Business Centre on the ground floor. If you

want to change money, you can change some at the Cashier’s desk at Reception. are interested in sightseeing, the Concierge can arrange a car and a guide for you.

1.15 1.15.1

Giving directions General instructions

When a guest asks where a facility is, show you care by taking the guest there. Say: * Please come with me. I’ll be happy to show you. * * * * * *

Go straight ahead ... Go past the ... Go across the ... Go through the ... Go down the ... Go up / down / the (stairs / escalator).

* * * *

Turn left / right at the ... Take the lift to the (fourth) floor Take the (third) turning / doorway on the (left / right). Keep going until you see the ...

* * * * * *

It’s just over there. It’s on the left / right. It’s at the end / top / bottom of the ... It’s the (first) door on your left / right. It’s beside the ... It’s on the (second) floor.

* * *

You can’t miss it! You’ll see it (on your left / right). I’m sorry. I’m not sure. (If you would wait for a moment,) I’ll find out for you. Think: How can I use this language to show the guests that I really care about them? 13

Essential Courtesy English 1.15.2 * * * *

Giving instructions to a place outside the hotel The (place) is in (road) next to (...) / opposite (...) / between (place) and (place). Let me show you on a map. It’s a (ten-)minute (walk / journey by taxi) from here. If you’d like, I could write a note for a taxi / limousine driver to take you there.

1.16 * * * * * *

Talking about public transport taxi is more/a lot more comfortable than the bus. A river boat will get you there quicker than a bus. It takes about (………) minutes to get to (place) by bus/taxi/limousine/river boat. A plane to (Hochiminh) costs (…….) US$ one way or (……..) US$ return. A taxi starts at (……………) US$ and increases at (……) US$ per kilometre. You pay according to the distance.

1.17 *

Going past a guest Excuse me, please, (madam). [May I come through, please?] ... Thank you.

1.18 * * *

Responding to praise Thank you, (madam). That’s very kind of you. Thank you, (sir). It’s my pleasure. Thank you, (sir). I’m glad you like it.

When responding to praise or thanks, don’t say: “Never mind.”

1.19 * * *

Responding to thanks It’s a pleasure. Not at all. You’re most welcome.

1.20 1.20.1 * *

Making conversation Guests staying at the hotel How was your journey? Where have you come from today? * How are you enjoying your stay? * How long are you staying? * Is this you first visit to (Nha Trang / VN)? (If yes:) What are your first impressions?

Think: How can I use this language to show the guests that I really care about them? 14

Essential Courtesy English * *

How do you like (Nha Trang, Vietnam)? Have you noticed any differences in (Nha Trang / Vietnam) since your last visit? Where have you been in (Vietnam)? Where do you like most in (Vietnam)? ... Why do you like it there? Have you been to (e.g the floating village) yet? Where are you from?

* * * *

Please try to talk to the guests. One of your main goals is to make them feel happy. However, if you feel that they do not want to talk, stop talking at once.

1.20.2 * * * * * *

Foreign residents Do you live in Vietnam? How long have you lived in (Vietnam)? Do you enjoy living in (Vietnam)? Do you speak any Vietnamese? What do you like best about living in Vietnam? Where do you like to go on holiday?

1.20.3 * * * *

Regular guests Itâ&#x20AC;&#x2122;s good to see you again. How are you today? How is your family? We havenâ&#x20AC;&#x2122;t seen you for a while.

1.20.4 * * *

Other conversation starters Good (morning), (name). Is everything all right? Good (morning), (name). How are you today ? Are you enjoying your (holiday / stay), (name)?

1.20.5 *

To develop the conversation How do you like Vietnam? * Have you been to ...? It's (very nice) there.

Do you have any plans for (today / this evening)? * May I recommend you (go to ...)? It's ...

How are you going to spend your day?

Think: How can I use this language to show the guests that I really care about them? 15

Essential Courtesy English Show that you care by asking guests: * Is there anything we can do to make your stay more pleasant? 1.20.6 * * * *

Asking about a previous activity How was your trip to (the temples) this morning? Did you enjoy the (VN) Buffet last night? .. If you like (VN) food, I recommend. Did you find the (handicrafts) you were looking for? Did you enjoy (the massage / your shopping / your swim)? These questions will help you show guests that you care about their well-being.

1.20.7 *

Asking about an activity, which is taking place Are you enjoying the (VN dancing)? ...

1.20.8 *

Informing a guest about in-house guest activities Have you been informed about the (handicraft demonstration) this afternoon? If you have time, I'm sure you will enjoy it. Would you like to attend the (aerobics class) tomorrow morning? How do you like our band (Unisys)? ... They perform in the (...) Restaurant every (Monday to Saturday) from ...

* * 1.20.9 * *

Questions for the morning Itâ&#x20AC;&#x2122;s a beautiful day, isn't it ? * What's the weather like in your country now? How are you going to spend your day?

1.20.10 Offering service * Would you like me to take a picture of the two of you? (If the guest has a camera) * Did you know that thereâ&#x20AC;&#x2122;s a demonstration of nielloware this afternoon from (3 p.m. to 6 p.m.) in the (Lobby)? * I can check, if we have some (more). Please excuse me for one moment. 1.20.11 Questions for the evening * Did you enjoy the (Seafood buffet)?... We have a Seafood Buffet in the (...) Restaurant every (Tuesday). 1.20.12 Questions during dinner Think: How can I use this language to show the guests that I really care about them? 16

Essential Courtesy English *

Good evening. Howâ&#x20AC;&#x2122;s your dinner? ... Iâ&#x20AC;&#x2122;m (glad / sorry) to hear that. How was your day? Have you been to (...) yet? Have you gone sightseeing in Nha Trang? ... (The Royal Palace) is really worth visiting.

* * *

1.20.13 Ending a conversation * If there's anything we can do for you, please let us know. * Please let me know, if I can assist you in any way. * Have a wonderful (day / afternoon)! * I hope you enjoy your dinner. When you talk to a guest, give him/her your full attention. Show you care by listening for ways in which you can make the guest feel happier during his / her stay.

1.21 1.21.1 * *

Saying goodbye If the guest is returning later Goodbye, (sir). Have a (pleasant / wonderful) (day / evening). Goodbye, (madam). I hope you have a (pleasant / wonderful) (day / evening).

1.21.2 *

If the guest is leaving the hotel Goodbye, (sir). We hope you enjoyed your stay with us. Thank you for staying with us. We hope to see you again soon. Have a pleasant (trip / flight).

When you say goodbye to a departing guest, make it clear that you really hope that s/he enjoyed his/her stay, and that s/he will return.

Think: How can I use this language to show the guests that I really care about them? 17

Essential Courtesy English

Section 2. Dealing with Guest Complaints 2.1

Apologizing I will take care of it I will take care of the matter I will attend to it

I am (so / very / terribly) sorry, (sir).

I will (change it)

at once. right away. straight away. immediately.

I will (Say what you will have done: e.g. I will have it changed right away.) Please accept (my / our) apologies, (sir). I’m sorry about that, (madam). Thank you for bringing it to our attention. I do apologize, (madam).

2.2 * * * * * *

Saying that you will take action Shall I bring you another one? I’ll bring you a new one right away. I’ll change it right away. I’ll attend to it right away. I’ll look into the matter at once. I’ll inform my Supervisor right away. * Thank you for letting (me / us) know.

When a guest has a problem or a complaint, make it your personal goal to make him/her feel happy again.

2.3 *

A complaint about something wrong or missing I am very sorry. (Ask for more details, if necessary. Ask for the guest’s name & room number.) I will take care of the matter right away. (Could you tell me your room number, please?) Thank you

Think: How can I use this language to show the guests that I really care about them? 18

Essential Courtesy English for letting us know, (name). 2.4

Dealing with an Engineering problem You can fix it: * I will (change it / repair it) for you right away, (name). You can't fix it:

* *

I will inform Engineering right away, (name). May I use your phone to report this? * Someone will be up right away. * The Engineer has arrived. May he come in?

2.5 * * *

A complaint about an air-conditioning problem I am sorry, (name). I will inform Engineering right away, (name). Would you like me to turn the air-conditioning (up / down / off)? This is hot and this is cool. Use this switch to change the temperature and fan.

2.6 * * * *

Dealing with accidents and spillages Let me help you, (name). Allow me. I’ll fetch you (a towel / some water). I do apologize for the accident, (name). May I have it dry cleaned for you?

2.7 *

A complaint about poor service I am very sorry. (Ask for more details, if necessary. Ask for the guest’s name and room number.) I am very sorry, (name). Thank you for letting us know.

2.8 *

A complaint about a facility or service I am very sorry.(Ask for more details, if necessary. Ask for the guest’s name and room number.) I will pass on your comments. Thank you for letting us know.

2.9 *

Saying that you do not fully understand what the problem is I am very sorry. What exactly is the problem?

Think: How can I use this language to show the guests that I really care about them? 19

Essential Courtesy English *

I am very sorry, but I don't quite understand what the problem is.

2.10 *

A strong complaint about the hotel I am very sorry that you feel like that, (name). Would you like to speak to the (Front Office Manager)?

2.11

A complaint about a situation, which you are already dealing with I am very sorry. We know about the problem and we are dealing with it now.

2.12 *

2.13 *

A complaint from a guest who did not know about a facility or service I am very sorry you didn't know. (Provide details about the service.) Apologizing for an error I’m so sorry. I’ll change it right away. / I’ll have it changed right away.

Section 3. Dealing with Guest Requests 3.1 * * *

Saying that you can provide something I’ll take care of (it / the matter) right away. I’ll bring (one / some / it) right away. I’ll change it right away. * (When you return to the guest:) I’m sorry to have kept you waiting, (name). Here is your (...). Is there anything else I can do for you? ... Have a pleasant (day / evening / night).

3.2 * * *

Saying that you cannot provide something I’m sorry, but it’s against hotel rules. May I suggest ...? I’m very sorry, we don’t have (a ... / any ...). I’m very sorry, we don’t have (a ... / any ...), but we do have (a ... / some ...). ‘ * Would that be suitable?

3.3

Offering service

Think: How can I use this language to show the guests that I really care about them? 20

Essential Courtesy English * * * 3.4 * *

If you need any (more ... / another ...), please press (5) for Housekeeping. Would you like (another ... / any more ...)? Is there anything (else) I can do for you, (name)? Saying that you are not sure, if you can provide something I’m sorry, I’m not sure. I’ll find out for you right away. I’ll ask right away. (When you return to the guest:) I’m sorry to have kept you waiting.

Think: How can I use this language to show the guests that I really care about them? 21

PART 2 Essential Food & Beverage Service English ...................................................

Essential Food & Beverage Service English

Section 1. Table Reservations 1.1 *

Answering the telephone Good (morning / afternoon / evening). (... Restaurant). May I help you?

1.2 * *

Acknowledging a reservation request Certainly, (sir). Yes, of course, (madam).

1.3 1.3.1 * * * *

Taking the table reservation details Standard questions When would you like your table? A table for how many people? Where would you like to sit? May I have your name, please?

1.3.2 * *

When you check the reservations book Please excuse me, (name), while I check the reservations. Just one moment, please (name), while I see what we have available.

1.3.3 * * [*

Returning to the caller I’m sorry to keep you waiting, (name). Yes, that's fine, (name). Your room number is (...). May I have your (room number / telephone number), please?]

1.3.4 *

Confirming the details So that’s a table for (5) (this evening / on Saturday, 9 May) at (7.30 p.m.) in the name of (...). And your (room number / telephone number) is (...). Is that correct?

1.3.5 *

Saying goodbye Thank you very much for calling, (name) We look forward to seeing you then. Goodbye.

Keep a smile in your voice when you speak on the telephone. It shows you care.

1.3.6 * * *

When a table is not available when or where the guest wants one I’m afraid we don’t have a table at that time. Would (8.30) be suitable? I’m afraid we don’t have a table available there at that time. But there is a table available (say where) then. Would that be suitable? I’m sorry, we’re fully booked this evening.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English 1.3.7 *

Offering an alternative May I help you to reserve a table at another of our restaurants instead? ... * Perhaps you’d like to have (dinner) in the (...Restaurant), where there will be a buffet this evening.

1.4 1.4.1 *

Reconfirming a table reservation Standard reconfirmation Good afternoon, (name). This is (Khun Sirimah) from the (name of restaurant) speaking. I would like to reconfirm your reservation of a table for 2 this evening at 7:00 p.m. Thank you very much for making the reservation, and we look forward to being of service to you and your (guest) this evening.

1.4.2 Reconfirmation of a table reservation with a special request * Good afternoon, (name). This is Khun Sirimah from the (name of restaurant) speaking. I would like to reconfirm your reservation of a table for 2 this evening at 7:00 p.m. A birthday cake with the wording "Happy Birthday to Mary" has been arranged for tonight. Should you have any other request, please let us know. Thank you very much for making the reservation, and we look forward to being of service to you and your (guest) this evening.

Section 2. Greeting and Seating Guests 2.1 * *

Greeting and seating guests Good (evening), madam. Good (evening), sir. A table for (2)? (This is the standard language for outlets where tables are not reserved, such as at breakfast and at The Bar.) Do you have a table reservation? (Don’t ask this question in The Bar or at the Pool.) No reservation: * That’s all right. May I have your name, please? … * Would you prefer the smoking or non-smoking area, (name)? * Please come with me, and I’ll show you to a table. (Take the guest to a table. Converse with the guests as you walk.) * * *

Is this table to your liking? Would you care to take a seat by the window, (name)? Allow me (when pulling back a chair for the guest or when presenting a napkin).

Has a reservation: * May I have your name, please? (How do you spell that, please?) ... Please come with me, (Mr / Mrs / Ms ...), and I’ll show you to your table. (Take the guest to their table. Converse with them as you walk.) *

Allow me, (name) (when pulling back a chair for the guest or when presenting a napkin).

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English 2.2 2.2.1 *

Dealing with table reservation problems When the table is not yet ready I’m very sorry (name), your table is not quite ready. It’ll be ready in about (5) minutes. Would you like to have a drink (at the bar) while you wait?

2.2.2 *

When the guest's reserved table has been given away Apologize I am very sorry, (name). We have given away your table by mistake. I am very sorry.

Ask the guest to wait May we host you a drink at the bar while we solve the problem?

The guest will wait at the bar Please come with me, and I’ll order you a drink. (Conversation.)

* *

When you arrive at the bar What may I order for you, (name)? ... Certainly. I hope you will enjoy your drink. I will return when your table is ready.

* *

When you return, take the guest to another table I apologize for keeping you waiting. I have arranged another table for you. I think you will like it. Please come with me, and I’ll show you to your table. When you arrive at the new table Is this table to your liking, (name)? Or: Is this table suitable for you? No: * * * *

2.2.3 * *

I can also offer you a table (over there / in that corner / near the band). Would you prefer to sit there? That table is also free. Would that be more suitable? Where would you prefer to sit? I’m sorry, but there are no other tables available.

The guest's reserved table has been given away, and no other table is free Apologize I am very sorry, (name). We have given away your table by mistake. I am very sorry If a table will be free soon, ask the guest to wait (Name), (a) table will be free in about (20) minutes. May I host you a drink at the bar while you wait? 1. The guest will wait at the bar

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English *

Please come with me, and I’ll order you a drink. (Conversation.)

* *

When you arrive at the bar What may I order for you, (name)? ... Certainly. I hope you will enjoy your drink. I will return when your table is ready.

* *

When you return, take the guest to another table I apologize for keeping you waiting. I have arranged another table for you. I think you will like it. Please come with me, and I’ll show you to your table. 2. The guest will not wait until a table is ready Would you like me to arrange a table for you in the (... Restaurant) instead? (Check that there is a table free there.) A table is free: * Please come with me and I’ll take you there …

Section 3. Presenting the Menu 3.1 * * [* * * 3.2

•

Seating the guest (This is the standard language for outlets where tables are not reserved, such as at breakfast and at The Bar.) Good (evening), madam. Good (evening), sir. A table for (2)? Will you follow me I’ll show you to your table. Is this table to your liking?] Would you care to take a seat by the window, (name)? Allow me (when pulling back a chair for the guest or when presenting a napkin). Presenting the menu (Take an aperitif order first. Present the menu after the aperitifs have been served. If the guests say that they do not want an aperitif and that they want to order straight away, present the menu as follows:) Here’s your menu, madam ... Here’s your menu, sir. * Today we have a special set menu ... * May I recommend the (...)? * We also have a delicious buffet for you today. * This is our special (breakfast / afternoon tea) menu. * I’ll come back in a few minutes to take your order.

(In The Bar you should present the drinks list:) Here’s your drinks list, madam ... Here’s your drinks list, sir.

3.3 *

When a guest asks you for the menu Certainly, (sir). I’ll bring it right away.

3.4

Asking a guest, if s/he would like to see the menu

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English *

Would you like to see the menu now, (sir)? Section 4. Taking a Drinks Order and Serving the Drink 4.1 Offering a drink (First seat the guest at a table, and then ask the guest, if s/he would like a cocktail. In a bar, say:) * Would you like a cocktail?

(If the cocktail list is on the table, point to it and recommend one of the cocktails. If you are carrying copies of the cocktail list, present one to each guest:) Here’s your cocktail list, madam ... Here’s your cocktail list, sir.

* *

(In a restaurant, say:) Would you care for (a cocktail / an aperitif) before your meal, (madam)? May I bring you (a cocktail / an aperitif) before your meal?

4.2 * *

When the guest does not want alcohol Would you like to have a (soft drink / fresh juice), (sir)? Would you care for a (soft drink / fresh juice), (madam)?

4.3 * * *

During the meal Would you care for another (glass/bottle) of (name of drink)? Would you care for another, (sir)? (Point to the glass or bottle.) Would you like a drink with your (name of food)?

4.4 * * *

Recommending special drinks Would you care for a (name of drink), (sir)? May I recommend our (name of drink)? We’re having a special promotion of (name of drink). Would you care for a (glass / bottle)?

4.5 *

Presenting the drink Here’s your (name of drink), (madam). I hope you enjoy it.

Section 5. Serving a Guest at the Bar 5.1 Greeting the guest * Good (evening). How are you? ... Good. / I'm sorry. Is there anything I can do for you? * Have you had an enjoyable (day)? ... Good. / I'm sorry.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English 5.2 *

Taking an order for a drink What would you like to drink?

5.3 * *

Suggesting a cocktail May I recommend our Cocktail of the Day - the (name of drink)? That's (describe it). It's (very good / a very popular drink / delicious / very tasty / very refreshing.) May I suggest one of our special cocktails? I recommend the (name of drink). That’s …

5.4 * *

Taking the order Certainly. One (...). May I have your name and room number, please? ... Thank you, (name)

5.5 *

Serving the drink Enjoy your (name of drink).

5.6 * * * * *

Conversing with the guest Are you enjoying your stay? ... (I’m glad. / Good.) Is this your first visit to (VN / Nha Trang)? What do you think about Nha Trang? What do you (like / dislike) about Nha Trang? What do you think about the weather? ... The weather is very hot, isn't it?

* * * *

Where did you go today? ... (It's very nice there. / I like to go there.) What are your plans for tomorrow? May I recommend you go to ...? It's very pleasant there. Have you been to (the Royal Palace)? ...

5.7 *

Offering another drink Would you like another (name of drink)? Yes: * Certainly, (name). Right away. No: * Would you like anything else? ...

5.8 *

Presenting the bill Here’s your bill, (name). ... Thank you very much.

5.9 *

Giving change Here is your change, (name). ... Thank you very much.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English

5.10 *

Saying goodbye to a guest Thank you very much, (name). I hope you have a pleasant (day) and I hope to see you again.

When you say this, make sure that you know the guest’s name in case s/he does return.

Section 6. Taking a Food Order in a Restaurant 6.1 * * * *

When you return to a table to take the order Would you like to have the buffet or a la carte? Buffet: * Do start serving yourself from the buffet, when you’re ready. Would you like to order now? Are you ready to order now? May I take your order now?

6.2 * * *

When the guest is not ready to order I’m sorry, (sir). There’s no hurry. I’m sorry, (sir). I’ll come back for your order when you’re ready. I’m sorry, (sir). I’ll come back for your order in a moment.

6.3 * *

When the guest calls you first to order Yes, (madam). Certainly, (madam). * What would you like to start with?

6.4 * * * * * *

Getting more information What would you like to start with? And to follow? And for you, (sir)? Would you prefer (...) or (...)? How would you like your (name of meat) cooked? What kind of (bread / sauce) would you like?

6.5 *

When a guest apologizes for ordering slowly It=s no problem, (sir). Please take your time.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English 6.6 * *

Explaining portions This set (lunch / dinner) is for a minimum of (4) people. This dish is enough for (2) people.

6.7 6.7.1

Explaining dishes Methods of cooking pan fried

braised b a k e d

r o a s t ( e d ) stir fried

grilled/broiled s t e w e d

p o a c h e Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English d deep fried

sauteed (double-) boiled steamed

smoked

hot pot

a Steam Boat simmer

* * 6.7.2

It’s braised with (...) and then served with (...). It’s marinated in (...) and comes with (...). Degree of flavour Tastes quite (mild) rich extra (spicy) creamy very (hot) thick fairly (peppery) strong mild peppery

Flavours spicy/hot sweet sour salty light savoury tasty appetizing

6.7.3 * *

Useful expressions to describe food It’s a kind of (fish soup). It’s made from (...).

* * * * * * * * *

It’s served with (...). It’s laced with (Cognac). It’s garnished with (...). It’s stuffed with (...). It’s flavoured with (...). It’s seasoned with (...). It’s accompanied by (...). It’s a traditional (delicacy / dish) of (...). It’s a (traditional) Chinese delicacy.

6.8 * *

Finding out what a guest likes before recommending Would you care for something (light / spicy)? Would you prefer a snack or a meal / VNor European food?

6.9 6.9.1 * * * *

Making suggestions and recommendations Talking about the speciality or food promotion May I suggest our speciality of the day? Today we’re featuring (name of speciality). Our Chef’s speciality today is (name of dish). We are offering a (special promotion) today, which is (describe it). We are having a special promotion of (...) this week.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English * *

We are celebrating (name of the festival), and so we are offering a special menu this week. … We have a special (name of festival) menu this week. (These dishes are traditionally eaten during this festival).

6.9.2 * * * * * * * * * *

Suggesting and recommending Would you prefer (name of dish) or (name of dish)? I recommend the (...). May I recommend the (...)? May I suggest the (...)? Would you like to try the (...)? If you like (strong flavours), I recommend the (name of dish). May I suggest an appetizer? We have fresh (name of dish) from (country). Perhaps you would like to try the (...). Would you like to have (...) with your (name of dish)? Would you care for some wine with your meal?

6.10 * * * * * * *

Saying something positive about the food People often say it's delicious. This is a very popular dish. It's very popular. It's delicious. It's excellent. It's very tasty. I’m sure you will enjoy it.

6.11 *

Recommendation + description + positive comment May I recommend the (Tom Yam Goong)? It's a (spicy sweet and sour soup with shrimps, and flavoured with lemon grass). It’s very tasty. Perhaps you'd like to try the Mediterranean style (Gaspacho soup). It's (a chilled raw tomato soup). It's very popular.

* 6.12 * *

MSG (Mono-sodium glutamate) disclaimer No MSG is used in our food. We don’t put any MSG in our food.

6.13 *

Talking about the food preparation time It takes about (25) minutes to prepare this dish. Do you mind waiting?

6.14 * *

Finishing the order-taking process So that’s (...) (repeat the order). Will that be all?

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English *

Is there anything else I can bring you?

Section 7. Selling Wine 7.1 * * *

Showing the wine list Would you (like / care) to see the wine list, (sir)? Would you care for some wine with your meal? Here is the wine list, (sir).

7.2 *

Taking the wine order Have you chosen your wine, (sir)?

7.3 * * * * * *

Giving suggestions May I suggest the (name of wine)? May I suggest the (name of wine)? It would go well with your (name of dish). Would you like to have a bottle of (name of wine) with your (name of meal)? Would you like me to recommend a bottle of wine to go with your meal, (sir)? Would you prefer a (light white) wine or a (young light) red, (sir)? May I suggest a bottle of (name of wine), which is a (full-bodied red)?

7.4 * * *

Presenting the wine Here is your wine, (sir). A (name of wine and the year). Would you like me to open it now or later? Would you like to taste the wine, (sir)?

7.5 *

Offering to pour the wine after it has been tasted May I serve the wine, (sir)?

7.6 * * *

Suggesting another bottle of wine May I bring you another bottle? Would you like another bottle of the same wine, (sir)? The same again, (sir)?

Section 8. Room Service Order-Taking 8.1

Taking an order for breakfast

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English * [* *

Good morning. Room Service. (Jinda) speaking. May I help you? Which breakfast would you like, (name)?] What would you like to start with, (name)?

To suggest a juice or fruit plate. Would you like orange juice or a plate of papaya?

The guest orders a cereal. Would you like your (cereal) with hot or cold milk?

The guest orders boiled eggs. How many minutes would you like your eggs boiled?

The guest orders fried eggs. Would you like them fried sunny side up or over-easy?

* *

The guest orders an omelette. What would you like with your omelette? Which sauce would you like?

To suggest bread. Would you like some Danish pastries or toast?

* *

The guest orders tea or coffee. Would you like your coffee with cream or milk? Would you like your tea with fresh lime or milk?

To finish the call. May I repeat your order, (name)? You have ordered (...). Is there anything else you would like? ... Your room number is (...). Your order will take (20) minutes. Thank you very much, (name), and I hope you enjoy your breakfast.

8.2 *

Asking for clarification I’m sorry. [I don’t understand.] Could you repeat that, please?

8.3 * *

Asking the caller to wait Just a moment, please. ... May I place you on hold one moment, please? ... * I’m sorry to keep you waiting, (name).

8.4 *

Taking an order for lunch or dinner Good (afternoon). Room Service. May I help you ?

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English * *

What would you like to start with, (name)? May I recommend our Soup of the Day, (...), or (Spring Rolls) to start with? The guest orders: Steak: * How would you like your steak cooked? [Rare, medium-rare or well-done?] * Which sauce would you like? [We have (...).] Dessert: * Would you like (Creme Brulee) or (mixed fresh fruit) for your dessert? Beverages: * Would you also like some tea or coffee?

Situation 1: If the guest only orders a salad and lamb chops: Would you like (fresh orange juice) or a bottle of (Chardonnay) with your meal?

Situation 2: If guest orders steak or lamb chops: Would you like a bottle of (Cabernet Sauvignon) with your (steak / lamb chops)?

Situation 3: If guest orders fish or chicken: Would you like a bottle of (Fume Blanc) with your (fish / chicken)?

Finishing the call May I repeat your order, (name)? You have ordered (...). Your room number is (...). Your order will take (30) minutes. Thank you very much, (name). I hope you enjoy your (lunch / dinner).

Section 9. Table Service 9.1 * * * * * * *

Serving the food Here is your (name of dish), (sir). This is your (name of dish), (name). Here is the sauce to go with your (fish). Would you like (butter / pepper / etc.) with your (name of dish), (sir)? Careful, (madam). The plates are very hot. May I bring you anything else? I hope you enjoy your meal.

9.2 9.2.1 *

Responding to guest requests When the guest asks for something you can provide Certainly, (madam). Right away.

When you return to the guest Iâ&#x20AC;&#x2122;m sorry to have kept you waiting, (name). Here is your (...). Is there anything else I can bring you?

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English 9.2.2 * * * * 9.2.3 * *

When you cannot provide something I’m very sorry, (sir), we don’t have (a / any ...). I’m sorry, (sir), we have just run out of (...), but I can bring you (...). Would that be suitable? I’m very sorry, (sir). We have sold all the (name of item). I’m sorry, (sir). That won’t be possible. When you are not sure, if you can provide something: Just a moment, please, (sir). I’ll find out for you. I’m afraid I’m not sure, but I’ll ask right away. * I’m sorry to have kept you waiting, but I’m pleased to say we do have (...).

9.3 9.3.1 * * 9.3.2 * * *

Checking satisfaction During the meal How is your (name of dish), (sir)? Is everything to your satisfaction? After the meal How was your meal, (sir)? Did you enjoy your meal? I do hope that everything was satisfactory.

9.3.3 * * *

If the guest praises the food Thank you very much, (sir). I’m glad you like(d) it. I’ll tell the chef.

9.3.4 *

If the guest praises the restaurant Thank you. I’m glad you like it here, (sir).

9.3.5 * *

If the guest praises you Thank you. It’s my pleasure.

9.4 * * *

Clearing the table Have you finished, (sir)? Is this finished? (Point to the glass, bottle or dish.) May I take your (plates / glasses / cups)?

Section 10. Buffet Service 10.1 * * *

Helping a guest at the breakfast buffet Would you like some (fruit juice)? Which (fruit juice / fresh fruit) would you like? ... This is (...). This is ...(cheese / fruit / etc.).

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English *

Would you like to try the (dim sum)?

10.2 1.

Questions about the breakfast buffet Is the (orange) juice fresh? * Yes, it is. * No, it's canned.

Do you have any decaffeinated coffee? * Yes, we do, (sir). May I bring you a cup? … Right away, (sir).

What kind of coffee is it? • It's (VN / Italian) coffee. What teas have you got? * We have (...). Which tea would you like? ... (I'm afraid this would not be included in the breakfast buffet price. Is that all right?)

Have you got any (Chinese / Ceylon) tea? * Yes, we have. We have (...) tea from (…). Would you like some? ... Right away, (sir).

Do you have any Milo? * No, I'm afraid we don't. We only have (cold / hot chocolate). Would you like some? * Yes, we do. Would you like some?

Have you got any ( ...)? 1. * Yes, we have. We have some here. 2. * Yes, we do. Shall I bring you some? ... Right away. 3. * No, I'm afraid we don't. We only have ...

What's this? * I'm afraid I don't know what it's called in English. I'll find out for you. Just one moment, please?

Have you got any set / runny honey? * No, I'm afraid we don't. We only have this kind.

10.

Could I have some porridge? * Certainly. Right away.

11.

I'd like some (...), please. * Certainly. I'll bring some right away.

12.

What's in the sausages?

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English * (Pork / beef / veal / chicken.) 13.

Is the cheese processed? * Yes, it is. * No, it isn't. * This cheese is, but these aren't.

14.

Is the milk fresh? * Yes, it is. * No, it's UHT milk.

15.

Where does the fruit come from? * From (VN). * It's imported from (...). * I'm afraid I don't know. Iâ&#x20AC;&#x2122;ll find out for you. Just one moment, please.

16.

What's this? * That's (...). * It's (...).

10.3 A guest ask for more of a particular food on the buffet Situation 1: There is more * Certainly. I'll bring some more right away. ... * Here you are, (sir). I'm sorry to have kept you waiting. Situation 2: There is no more * I'm very sorry. There's no more (hash) (left) There's none left. *

Would you like something else instead? some (smoked mackerel) instead?

Section 11. Room Service in a Guest Room 11.1 Presenting breakfast in a room * (Knock on the door 3 times:) Room Service... (When the door opens:) Good morning, (name). May I come in? â&#x20AC;Ś Thank you. * How are you today? ... Good. / I'm sorry. Is there anything I can do for you? * Where would you like to have your breakfast? ... Certainly. * Shall I serve your breakfast now? ... Certainly. * Would you like me to serve the (porridge) now? Show warmth and friendliness by talking briefly to the guest. Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English (Here are some examples of what you could say:) * Did you sleep well? ... Good. / I'm sorry. * Is there anything I can do for you? * Are you enjoying your stay in Nha Trang? ... Good. / I’m sorry. * How was your (tour) yesterday? * Are you going sightseeing today? ... (Perhaps recommend somewhere s/he could go.) [* I suggest you take an umbrella. It may rain today.] * Have you been to (the old markets)? * Have you been on a river trip? ... I’m sure you’ll enjoy it. (When you have set up the breakfast:) * You have ordered (...). Is that correct? * Here is your bill, (name). ... (The guest signs the bill.) Thank you. * Would you like anything else? Yes: * Certainly. It will take (20) minutes. No: * (Smile). * Thank you very much, (name). Please call Room Service at extension (4) when you have finished your meal, and we’ll remove your (tray / trolley). * I hope you enjoy your breakfast. Goodbye. (Leave the room immediately.) 11.2 Explaining how to use a toaster * May I show you how to use the toaster? Yes: * * No: *

Press here to start it. The toast will come up by itself. This will make it light, medium and dark. (Smile.)

11.3 Presenting lunch or dinner in a room * (Knock on the door 3 times:) Room Service... (When the door opens:) Good afternoon, (name). May I come in? Yes: * * *

Thank you.

How are you today? ... I'm (glad / sorry) to hear that. Where would you like to have your (lunch / dinner)? ... Certainly.

Don’t miss the chance to show warmth and friendliness - talk briefly to the guest.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English (Here are some examples of what you could say:) * Have you had an enjoyable (day? ... Good. * Are you enjoying your stay in Nha Trang? * Is there anything I can do for you? * How did you spend your morning? ... (Was the traffic a problem?) (Perhaps recommend somewhere s/he could go.) * Have you been to (the Royal Palace)? * Have you been on a river trip? (When you have set up the lunch/dinner:) * Shall I serve your (lunch / dinner) now? ... * Would you like me to serve the (name of dish) now? ... *

Here’s your wine, (name). A (repeat the name and year of the wine). Would you like me to open it for you now?

Yes: *

Would you like to taste the wine, (name)?

Would you like me to pour the wine for you, (sir)?

* * *

You have ordered (...). Is that correct? Here is your bill. ... (The guest signs the bill.) Thank you. Would you like anything else?

Yes: * No: *

Certainly. It will take (20) minutes. (Smile.)

* Thank you very much, (name). Please call Room Service at extension (4) when you have finished your meal, and we’ll remove your (tray / trolley). * I hope you enjoy your (lunch / dinner). Goodbye. (Leave the room immediately and quietly.) 11.4 Clearing a breakfast tray from a room * (Knock on the door 3 times:) Room Service... (When the door opens:) Good morning, (name). May I collect your tray? Yes: * No: * *

Thank you. Certainly. When would you like me to come back? …

Did you enjoy your breakfast?

Yes: *

I'm glad.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English No: * *

May I ask what was wrong? ... I am sorry. I will inform my supervisor right away.

I wish you a very pleasant day, (name). Goodbye. (Leave the room immediately and quietly.)

11.5 Clearing a lunch tray from a room * (Knock on the door 3 times:) Room Service... (When the door opens:) Good afternoon, (name). May I collect your tray? Yes: * No: * *

Did you enjoy your lunch?

Yes: * No: * *

Thank you. Certainly. When would you like me to come back?

I'm glad. May I ask what was wrong? ... I am sorry. I will inform my supervisor right away.

I wish you a pleasant day, (name). (Leave the room immediately and quietly.)

Section 12. Desserts & After-Dinner Drinks 12.1 * * * * *

Taking an order for a dessert Can I tempt you to a delicious dessert? Would you care for one of our delicious desserts? Would you like to see our dessert trolley? We have some excellent desserts. Would you like me to bring you the dessert menu, (sir)? We have some delicious desserts. Would you like to see the dessert menu, (sir)? We have some excellent desserts. * May I suggest the (name of dessert)? * A glass of dessert wine, (sir)? It will go very nicely with your (name of dessert). * We have an excellent selection of (ports / dessert wines). The (name of wine) would go well with your (name of dessert). May I bring you a glass? 12.2 Taking an order for coffee, tea and liqueurs 12.2.1 Offering * May I bring you some tea or coffee now? * Are you ready for a liqueur? * Would you care for 12.2.2 Offering a refill * Would you care for some more? * May I bring you another (cup / pot) of (coffee / tea)? 12.3

Announcing last orders

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English *

Excuse me, (sir), but ... * we will be closing shortly. * we take our last orders at (time). * we are just about to close. * the (kitchen / bar) is closing in (5 minutes). * May I bring you anything else? * There’s no hurry. Please take your time to finish your (meal / drinks).

Show you care by announcing last orders very politely, so that the guests do not feel that they are no longer welcome.

Section 13. Handling Problems and Complaints in a Restaurant 13.1 * *

Asking the guest if there is a problem Excuse me, but is something the matter? Is there a problem, (sir)?

13.2 * * *

Apologizing I’m so sorry (about this). I’m terribly sorry (about this). Please accept (our / my) apologies.

13.3 13.3.1 * * * * * * *

Taking action About the food Shall I bring you another one? I’ll bring you another one right away. I’ll change it right away. Would you like your (...) cooked a little more? Would you like to order something else instead? I’ll speak to the chef, and see what we can do. I’ll have the kitchen prepare another one. Would you like some (...) while you are waiting?

13.3.2 * * * *

About the service I’ll attend to it right away. I’ll look into the matter at once. One moment, please, and I’ll see what I can do. I’ll see about your order right away. * Excuse me, (sir). It will be about another (10) minutes. * Your food will be ready in about (5) minutes. (Apologize if there has been a

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English delay.) Thank you for your patience. * *

I’m afraid (name of dish) takes quite a while to prepare. Just a moment, please. Let me bring you my Supervisor.

13.3.3 * *

About the air-conditioning I’ll turn the air-conditioning (down / up / off). May I move you to a warmer place?

13.3.4 *

About the table I’m afraid all the tables (near the window / in the non-smoking area) are taken. I’ll let you know as soon as one is free. I’m sorry, but the restaurant is very full at the moment. This is the only table I can offer you.

* 13.3.5 * * * * *

Accidents and spillages Let me help you, (name). Allow me. I’ll fetch you a (towel / some water). I do apologize for the accident, (name). May I have it dry cleaned for you? May I replace the (name of dish)?

13.3.6 *

An Engineering problem in the guest’s room I will report this to Engineering right away. Thank you for letting us know.

Section 14. Handling Room Service Problems and Complaints 14.1 14.1.1 *

Dealing with complaints made to a Waiter When an item is missing I am sorry, (name). Let me check the order. One (...) I will bring the (name of the item) right away. I am very sorry, (name).

14.1.2 *

When the food is overcooked, burnt, tough, off, sour, bad or cold I am sorry, (name). I will change it right away. Please accept our apologies.

14.1.3 *

When the food is undercooked I am sorry, (name). I will ask the kitchen to cook it a little longer. Please accept our apologies.

14.1.4 *

When you return with the item I am sorry about the delay, (name). I have brought the (name of the item). Please accept our apologies. If the guest says that s/he did not order something I am sorry, (name). Let me check the order. One (...).

14.1.5 *

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English * * *

May I confirm your order? One (...). I am very sorry, (name). We have made a mistake. I will take it away and I will take it off your bill. Please accept my apologies.

14.2 14.2.1 *

Dealing with complaints made to an Ordertaker The food is overcooked, burnt, tough, off, sour, bad or cold I am sorry, (name). I will send a waiter to change it right away. Thank you for letting us know.

14.2.2 *

The food is undercooked I am sorry, (name). I will ask the kitchen to cook it a little longer. I will send a waiter to your room right away. Thank you for letting us know.

14.3.3 *

The service is slow I am sorry about the delay, (name). I will take care of your order right away. Thank you for letting us know.

14.3.4 *

When an item is missing I am sorry, (name). I will send a waiter with the (name of the item) right away.

Section 15. The Bill and Departure of the Guest 15.1 * *

Replying to a guest who asks for the bill Yes, (sir). Right away. Certainly, (sir). Right away. * Your bill, (sir). * Here’s your bill, (sir).

15.2 * * *

Saying what methods of payment you accept Yes, (sir). (Name of credit card / currency) will be fine. We accept (name of credit card / currency). I’m sorry, (sir). We don’t accept (name of credit card / currency).

15.3 * * *

Answering queries about the bill That’s for the (...), (sir). The total is here. The hotel service charge is included.

15.4 * * *

Apologizing for and correcting errors Let me check that for you right away. You’re absolutely right. We shouldn’t have charged you for the (name of dish / drink).

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English *

I’m so sorry. I’ll have it changed right away. I’ll make the adjustment right away.

15.5 * *

Dealing with tips and gratuities Thank you very much, (name). That=s most kind. Thank you, (name).

15.6 * *

Saying goodbye Goodbye, (name). Good night, (name). * Thank you for coming. * We hope to see you again, soon. * *

Have a pleasant (day / evening). I hope you have a pleasant (day / evening / stay in VN.

Section 16. Pool Service 16.1 16.1.1 *

Saying farewell to a guest who is leaving the pool Asking the guest May I clear the sun bed or are you coming back, (name)?

16.1.2 *

The guest is not coming back I wish you a pleasant (day), (name).

16.1.3 *

The guest is coming back See you soon, (name).

16.1.4 * *

The guest is checking out Did you enjoy your stay, (name)? ... Good. / I’m sorry. May I ask why not? I hope to see you again soon. Goodbye, (name).

16.2 * *

Saying farewell to a guest who is leaving the pool with a towel May I collect your towel(s), (name)? ... Thank you. Pardon me. These towels are for the swimming pool only.

16.3 *

Greeting a guest who arrives when there are no sun beds free. Good (afternoon). Welcome to the pool. ... I am sorry, but there are no sun beds free. Shall I inform you when one is available?

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English Yes: * * * *

16.4

May I have your name and room number, please? ... Where will you be in the next hour, (name)? I will inform you there when a sun bed is free. Goodbye. If you are not there, I will leave a message for you at Reception. Is that all right?

* *

Dealing with a guest who wants to change his sun bed. (Other sun beds are available.) Where would you prefer? ... Certainly. Please follow me. May I help you with your things?

When you arrive at a sun bed Is this sun bed to your liking? Yes: * No: *

16.5 *

May I open your umbrella? Where would you prefer? ... Certainly. Please follow me. ... * Is there anything else I can do for you? ... I wish you a pleasant (afternoon).

Dealing with a guest who wants to change his sun bed. (No suitable sun beds are available.) I am sorry. There are no more sun beds free (by the ... / on the ...). But there is one available over there by the (...). Is that all right? Yes: * No: *

16.6. 16.6.1 *

May I help you with your things? Where would you prefer? ... Certainly. Please follow me. ... * Is there anything else I can do for you? ... I wish you a pleasant (afternoon). Dealing with a guest who lays a book on a sun bed and walks away Asking the guest Pardon me, (sir). Our sun beds are in great demand. Will you return soon?

16.6.2 *

If most of the sun beds are taken and a guest reserves a bed with a book I may have to give the sun bed to another guest, if you are not back within (20) minutes.

16.7. * *

Dealing with a guest who is naked at the pool Pardon me, madam. I have a letter for you. Pardon me. Could I ask you to but on your bikini top in line with VN customs? ... Thank you very much, madam.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English

16.8 *

Dealing with a guest who wants to move his/her sun bed closer to the edge of the pool I am sorry, (sir). Your sun bed will block the path. * Would you like to move to another sun bed? ... * Perhaps you would like the sun bed over there? It is closer to the pool. Yes: * No: * No: * *

May l help you move your things? Perhaps you'd like (a / the) sun bed over there instead? Where would you prefer? ... Certainly. Please follow me. ... Is there anything else I can do for you? ... I wish you a pleasant (afternoon).

16.9. *

Dealing with a guest whose sun bed is blocking the pathway Pardon me, (madam). May I ask you to move your sun bed back a little? It's blocking the path. ... Thank you. * May I help you move the sun bed?

16.10 *

Telling a guest that the pool is closing early I am sorry. The pool is closing at (4 p.m.) because of (the New Year's Eve party).

16.11 *

Telling a guest that the pool is closing Pardon me. It is (7 p.m.) and the pool is now closing. * You can stay here, if you'd like, but there won't be a lifeguard or any pool service.

16.12 *

Dealing with a sun bed reservation request I am sorry. We donâ&#x20AC;&#x2122;t make sun bed reservations.

16.13 *

Talking about plants at the pool That's a banana (fan) tree. bougainvillaea flower. hibiscus flower. papaya tree. I am sorry. I don't know, but I will find out. Just a moment, please.

* 16.14 *

Dealing with a child who has urinated in the pool Pardon me, (madam). May I tell your child where the toilet is? S/he has just urinated in the pool.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English 16.15 * *

Dealing with toys and games at the pool Pardon me. I am sorry. Games are not allowed in the pool. This is a hotel rule for the convenience of other guests.

* *

The guest wants to speak to the manager Certainly. But he will only say the same. Please excuse me.

16.16 * *

Dealing with noisy adults or children Pardon me. Could you please turn off the radio? be a little quieter? Pardon me. Could you ask your child to be a little quieter, please? * Some guests are complaining about the noise. ... Thank you very much.

16.17 * *

Answering a question about the depth of the pool This is the deep end and that's the shallow end. The deep end is (2 meters and 50 centimeters) deep.

16.18 * *

Dealing with outside guests Good (afternoon), (sir). I am very sorry, but the pool facilities and service are for hotel guests only. I am sorry. I must ask you to kindly leave the pool.

The guest wants to speak to the manager Certainly. But he will only say the same. â&#x20AC;Ś Please excuse me.

16.19 * *

Dealing with snakes and lizards at the pool (Sir!) Kindly move away. There's a snake! That's a lizard. It's harmless. It won't bite.

16.20 *

Saying that you do not serve food after (7 p.m.) I'm afraid we don't serve (food / drinks) at the pool after (7 p.m.). * May I order something for you to eat in the restaurant? No: *

16.21 *

Certainly, (sir). I am sorry about this. (Make some very short conversation with the guest, if possible. For example:) Have you had a pleasant time at the pool? ... Good. ... Are you enjoying your stay, (sir)? ... Good.

Signing the bill Would you like to sign your bill now or when you leave?

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English

16.22 *

Dealing with a guest who complains you took a long time to take his order I do apologize, (sir). I'll make sure there's no delay again. What may I serve you?

16.23

Selling water at the pool * I'm afraid we don't serve water by the jug at the pool. Only by the bottle.

Think: How can I use this language to show the guests that I really care about them?

Essential Food & Beverage Service English

PART 3 Essential Food & Beverage Vocabulary ...................................................

Think: How can I use this language to show the guests that I really care about them?

Restaurant Equipment Î&#x2018; la carte menu Bill / Check Blinds Buffet Carpet Cashier Cash register / Till Dessert trolley Picture Plants Roast trolley Wall hanging Table Equipment 8-inch round plate Ashtray Baby chair Banquet table Bone plate Bowl Box of matches Brass Burner Chair Chair leg Champagne glass Chinese style bowl Chinese style spoon Chopstick stand Chopsticks Coffee cup Coffee saucer Condiments Cruet set Cup Cushion Fish dish Fish tank Floor Folding table Fork Glass High chair Knife Lazy Susan (stand / top) Mahjong sideboard Mahjong table Menu card stand Milk jug Napkin / serviette

Non-smoking area Non-smoking sign Orchid Oval platter Pepper shaker/grinder Picture Pilsner glass Place mats Plant Plate Red wine glass Reserved sign Rice bowl Salt shaker Saucer Side plate Silver serving spoon Silver show plate Smoking area Snifter Soup bowl Soup spoon Soya bottle Soya sauce dish Spoon Sugar crystals Sugar water (jug) Sweetener / Saccharin Table Table cloth Table decoration Table leg Table top Tea cup Tea spoon Tea pot Toothpick (holder) Tumbler Vase (of flowers) Water glass White sugar Winter melon stand & cover Breakfast Chipolata Dim Sum Eggs - boiled - farm - free range - fried

- omelette - poached - scrambled Haddock Ham Herring Lobster Lox Omelette Pancakes Salmon Sausages Veal liver Cereals All Bran Corn Flakes Corn Pops Grape Nuts Honey Oâ&#x20AC;&#x2122;s Honey Stars Muesli (Swiss style) Porridge Raisin Bran Rice Crispies Shredded Wheat Sugar Pops Weetabix Bakery Items Almond pastries Almond squares Apple fritter Apple puff Apple streusel Apple strudel Bagel Banana bread Banana fritter Blueberry muffin Brazilian tea loaf Bread & butter pudding Breakfast roll Brioche ring Brioches Butter roll Butter scotch roll Butter triangles Butterfly croissant

t roll Buttery almond

Carrot muffin Cashew nut stollen Chelsea bun Chocolate bow Chocolate bread Chocolate chip roll Chocolate roll Cinnamon roll Coconut bread Cream cheese bun Cream horn Cream stripe Crepe Croissants Danish bun Danish pastry Date Î&#x2019; brioche simple Deep-fried choux Doughnut Doughnut squares English muffin French baguette French brioche French rolls Fruit cake Ginger cake Jalousie Lady finger Marzipan flaky pastries Mixed fruit stollen Nut plait Nut ring Orange doughnut Pan dulce Potato bread Prune scones Pumpkin bread Raisin buns Raisin coffering Raisin roll Rye bread Scones Snail bun Soft rolls Spices bread Sweet coconut bread Sweet roll Toast Twist bread Waffles Walnut tea loaf

White bread Wholewheat bread Condiments Butter (salted / unsalted) Honey Maple syrup Margarine Marmalade Marmite Pineapple jam Strawberry jam Syrup Vegemite Yoghurt Fruit Juices Apple Beetroot Cantaloupe Carrot Grapefruit Mango Melon Orange Papaya Pineapple Tomato Watermelon Fruit Apple Apricot Banana Blackberry Blueberry Cantaloupe Cherry Coconut Dragonâ&#x20AC;&#x2122;s eyes Durian Fig Fruit salad Gooseberry Grapefruit Grapes Honey dew melon Ju-jup Kiwi Lemon

Lime Loganberry Lychee Mandarin Mango Mangostine Melon Nectarine Orange Papaya Peaches Pears Pineapple Plum Pomegranate Pomelo Prunes Raspberry Rhambutan Sapodilla Sapota Star fruit Strawberry Water melon

Beverages Cold / Hot Chocolate Horlicks Iced water Milo Ovaltine Teas Chinese Chrysanthemum Darjeeling Dragon Well Earl Grey English Breakfast Green Herbal Jasmine Lemon grass Lime Blossom Mint Oolong Orange Leaf Orange Pekoe Prince of Wales

Pu Er Queen Mary Sau Mei Ti Guan Yin Vervienne White Peony Coffee Cappuccino Decaffeinated Espresso Freshly brewed Milk Low fat Semi-skimmed Skimmed Whole Cooking Styles Baked Boiled Braised Fried Grilled / Broiled Poached Roasted Sauteed Steamed Stewed Meat Pork Bacon Barbeque pork Ham Suckling pig Beef Brisket Escalope Fillet Spare ribs Steak - Fillet - Rib eye - Rump - Sirloin - Tenderloin Veal

Poultry Bird=s nest Chicken - Breast - Leg - Wing Duck Duckling Goose Goose web Rice bird Spring chicken Turkey Lamb Lamb chops Mutton Rack of lamb Roast lamb Game Duck Grouse Hare Partridge Pheasant Pigeon Quail Rabbit Silky fowl Teal Venison Offal / Other Cuts & Snacks Beef shin Duck tongue Gizzard Kidney Liver Lungs Pigâ&#x20AC;&#x2122;s ear Sliced trotter Sweetbreads Tail Tongue Tripe Seafood (Fish & Shellfish) Abalone Anchovy Bone Carp

Cod Conpoy Crab Crab claw Crab coral Crab meat Crab roe Cuttlefish Dried fish Eel Finless eel Fish maw Garoupa Geo duck clam Goby Hasima / snow frog Jellyfish Lobster Mackerel Mullet Mussel Octopus Oyster Pearly lentjan Pectoral fin Pomfret Prawn Salmon Scallop Sea cucumber Sea snake Sea urchin Sea whelk Sharkâ&#x20AC;&#x2122;s fin Shrimp Snail Snapper Sole Squid Sturgeon Surf clam Trout Tuna Turtle Whitebait Vegetables Artichoke Asparagus Avocado Bamboo fungus / shoot

Beetroot Bitter cucumber / melon Broccoli Cabbage - Red, White, Green Carrot Cauliflower Celery Chinese lettuce Chinese spinach Choi saam Courgette / Zucchini Cucumber Eggplant / Aubergine Endive Enoki mushrooms Green beans Green chives Kale Leek Lettuce Lotus leaf / root Mange tout Marrow Mushrooms Mustard Olives Onion Peas Pea sprouts Peppers - sweet - bell Petit pois Potato Radish Red beans Red cabbage Snow peas Spinach Squash String beans Sugar cane Sun dried tomato Sweet corn Sweet potato Tomato Watercress Water gourd White brassica Winter melon

Yellow chives Preparation Methods Baked Barbequed Basted Beaten Black bean sauteed Black bean steamed Blanched Boiled Braised Chilled Chopped Creamed Crumbed Cubed Cut Deep-fried Diced Double-boiled Filleted Flambee Garlic sauteed Garlic steamed Garnished Grated Gratinated Grilled Heated Hot Pot Julienne Kneaded Marinated Mashed Minced Mixed Pan fried Peeled Poached Puree Roasted Sauteed Seasoned Shredded Simmered Sliced Spiced Steamed Stewed Stir fried

Stuffed Whipped Whisked Seasonings / Herbs Aniseed Basil Birch seeds Black dates Black pepper Buimo Cane sugar Cassia Chili Cinnamon Clove Cordecep Coriander Corn oil Corn starch Couch grass root Curry Dark soya Dill Dry logan Fox nuts Garlic (salt) Ginger Japanese soya Lemon grass Lemon leaf Liquorice Lo hon guo Marjoram Menthol Mustard Nutmeg Oregano Oyster sauce Paprika Parsley Peanut Pepper Red dates Rock sugar Rosemary Sage Salt Sesame oil Soya sauce Spicy salt Tangerine peel

Tarragon Thyme Vegetable oil White pepper Wild sesame stem Dressings / Sauces Abalone sauce Black bean Black bean and chili Blue cheese Broad bean Chili soya Clam sauce Cream Curry Dark soya Dark vinegar English vinegar Fish sauce French dressing French mustard Garlic mustard Gravy Hollandaise Hoi sin Honey Horseradish Japanese soya K Lin spicy Kumquat sauce Lee & Perrins Lemon sauce Maggi sauce Mayonnaise Mixed ginger Mustard - Dijon - English - French Oil and vinegar Olive oil Orange sauce Plum sauce Portuguese sauce Red vinegar S & W sauce Satay Sesame paste Shrimp paste Sour cream

Sour plum Soya sauce Tabasco sauce Thousand island Tomato sauce (ketchup) Vinegar Wasabi White vinegar Worcester sauce XO chili Cheese Blue Brie Camembert Cheddar Edam Emmental Feta Gruyere Mozzarella Parmesan Ricotta Roquefort Stilton Pasta / Rice / Noodles Angel hair Cannelloni Congee E-fu noodles Fettucine Lasagne Linguine Noodles - crispy - fat - soft - thick Ravioli Rice - fried - plain (steamed / boiled) - wild Spaghetti Tortellini Vermicelli Wheat Nuts Cashew nut

Peanut Pine seed / nut Walnut Water chestnut

Preserved vegetable Salted vegetable Sour pickle Soya pickle

Ingredients Almonds Barley Bean curd Bean vermicelli Black eye bean Bran gluten Butter Cashew nut Chestnut Congee Coriander Corn flour Cream Dough Dry bean curd Eggs Flour Garlic Ginger stem Ginko Gluten puff Gluten rice Milk Oil Parsley Pomelo peel Quail egg Red bean Rice bean Sago Salmon head Salty egg Sesame Shallot Spicy chili Stock Vermicelli Water chestnut Yeast

Dried Food 1000-year egg Abalone Bamboo fungus Black fungus Black mushroom Conpoy Egg Fish lips Fish maw Fried fish maw Ginseng Ham knuckle Lily flower Mussels Preserved turnip Red date Salty egg Salty egg yolk Salty fish Salty lemon Sea cucumber Sea lavender Sea moss Seaweed Shrimp roe Snow frog Straw mushroom Yunnan ham Desserts Cake Crumble Fruit salad Ice cream Sherbet Sorbet

Preserved Vegetables Chili pickle Olive pickle Pickled vegetable Preserved turnip

Flavours / Tastes / Description Bland Chewy Creamy Crispy Crunchy Delicious Filing / Substantial Hard

Hot Light Mild Rich Salty Savoury Soft Sour Spicy Sweet Tangy Tasty

Supper

Verbs Clear Cut / Slice Fetch / Get / Bring Fill Place Pour Prepare Put Recommend Refill Replace Replenish Set Serve

Portions / Servings American-size portion Bottle Bowl Catty Child’s portion Double Gram Half Kilogram (kilo) One and a half portions Ounce Per person Per piece Plate Pound Standard Super Tael Triple Tureen

Meal Type / Course Names Afternoon tea Α la carte Appetizer Breakfast Brunch Buffet Cheese board Dessert / Sweet / Pudding Dinner Entree High tea Hors d’oeuvres Light meal Lunch Main course Petit fours Set meal Snack Soup Starter

Guest Belongings Briefcase Coat Handbag Jacket Mobile phone Pager Shawl (wrap) Shopping bag Umbrella (tag)

Colours Beige Black Blue Brown Gold Gray Green Khaki Navy blue Orange Pink Purple Red Silver Tan

White Yellow Room Vocabulary Air-conditioner control panel Air-conditioner vents Air-conditioning Armchair Armoire Bed Bedside table Carpet Coaster Coffee table Coffee tray Cork screw Cot / Crib Curtains / Drapes Cushions Data-port Desk Dimmer switch Do not disturb button Door Door handle Drawer Dressing table Dual voltage electrical sockets Electronic bedside control panel Electronic curtain control Electronic key system Elsafe Fax machine Flowers Foyer Fruit Fruit basket Grooming table Hands-free telephone Hotel directory Ice box Ice tongs Illuminated cosmetic mirror King-sized bed Lamp Lamp shade Luggage bench Magazine rack Magazines Main light Minibar

Multiple format electrical sockets Outdoor temperature and humidity indicator Oversized executive desk PC socket Pen (Ballpoint, Biro, Ink) Personal safe Picture Rubbish bin Rug Satellite programmes Screen Shower cubicle Sitting area Smoke alarm Sofa / Settee Sprinkler Spy hole / Peep hole Telephone with 2 IDD lines Thermostat Thermostat control Toilet cubicle Twin bed Valet box Valet call button Vanity counter VCR with camcorder video playback Voice mail Walk-in closet Weighing scale Window World time clock

British and American English British English Boot Chemist Cinema Corridor Curtains Dressing gown First floor Flyover Ground floor Handbag Lift Luggage Menâ&#x20AC;&#x2122;s toilet Page boy Pavement Purse Receptionist Refrigerator Shop Tap Taxi Toilet Torch Train / underground / tube Wardrobe

American English Trunk

Drug store Movie house Hall(way) Drapes Bathrobe Second floor Overpass First floor Purse Elevator Baggage Gentâ&#x20AC;&#x2122;s room Bellhop / page / bellboy Sidewalk Pocketbook Clerk Ice box Store Faucet Cab Restroom Flashlight Subway Closet