Программа подготовки к экзамену по дисциплине Иностранный язык (английский) делового общения опд. 04 по направлению подготовки (специальности ) «Организация обслуживания в общественном питании»
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Food and Beverage Service in Hotels
Every modern hotel offers some form of food and beverage service. In some, facilities are available only for a continental breakfast – that is, a light meal of bread or rolls and coffee – while others have a small coffee shop or restaurant on the premises. Large hotels, including the more luxurious resort hotels, usually offer a great variety of restaurants and bars for their guests to choose from. They are very luxurious restaurants, formal luxury restaurants, informal restaurants, coffee-shops, snack-bars, fast-food restaurants, night clubs and bars. The restaurants may have different price ranges and/or different menus. The super deluxe and deluxe hotels have a wide range of restaurants and bars of different types and cuisines. At least one of them is open round the clock. Other hotels may have just one restaurant, one coffee-shop and one bar. Besides, all expensive hotels have a round-the-clock room service which is a hotel arrangement when food and drinks are served into a guest’s room. Food and beverage service is a major factor in hotel operation. In some large hotels, the income derived from this source actually exceeds income from room rentals. The food and beverage income in many hotels is increased by providing service for banquets and conventions. The food and beverage manager is a key member of the management staff. He has the overall responsibility for planning the food and drink operation and purchasing the hundreds of items that are necessary for the restaurants and bars. Because food can spoil quickly, ordering supplies is a daily activity. In a very large establishment, two people may be assigned to the task, one to order food and the other to order wines and spirits. The food and beverage manager’s staff may also include a storekeeper who stores food and beverages and kitchen supplies. The kitchen itself is almost a separate kingdom within the hotel. The head cook or chef is the boss. The chef is responsible for planning the menus and for supervising the work of the other chefs and cooks. Depending on the size of the establishments, several assistant chefs report to the chef. These include a sauce chef, a salad chef, a vegetable chef and so on. Under the supervision of the chefs are the cooks who actually cook food and place it on the plates for waiters to pick it up. Under the cook’s supervision are the kitchen helpers who peel potatoes, cut up vegetables and bring food from the store room to the kitchen. The kitchen staff also includes dishwashers. In the restaurant as well as in the kitchen, there are also different kinds of jobs. The person who seats the guests is called captain or maitre d’ or a hostess if a woman. The meals are served by waiters or waitresses. Most restaurants also employ busboys who pour water, clear and set tables and perform other similar chores. In a restaurant there is often an employee called the wine steward or sommelier, who takes orders for wines and other alcoholic drinks. Finally, there are cashiers who receive payment or signed bills from the guests. When the guest puts his restaurant bill on his hotel account, this information must be passed along to the accounting office as quickly as possible. The catering department is also very important for the hotel operation. It is in charge of handling all kinds of banquets. The catering department deals with a banquet, a reception, a presentation, a convention or an exhibition. It serves refreshments during meetings, between seminars and arranges tea and coffee breaks. The catering department has got special function rooms with facilities to seat any number of participants and to arrange the tables in any order. Questions
In addition to a restaurant, most hotels also have a bar or cocktail lounge where drinks are served. Bartenders mix drinks and serve them to the customers at the bar. In a very busy bar, one bartender may fill orders only for the waiters while others take care of the guests at the bar. The bar or cocktail lounge may also offer food service. Fast food, such as sandwiches or hamburgers, is customary. Providing meals and drinks in the guests’ rooms is another service extended by most hotels. Room service is ordered by telephone from a menu that is placed in each room. Room service in most hotels closes down at the same time the kitchen does, normally between ten o’clock and midnight. Some luxury hotels have small kitchens or pantries on each floor that are used either for warming food or preparing breakfasts. More room service orders are for breakfasts than for any other meal. In some hotels, the guest can order breakfast before he goes to bed by filling out a slip which he leaves outside the door. The meal is then served at the time the guest has specified. The bill can be paid immediately or posted to the guest’s account which is settled on checking out. One food and beverage facility that is often not connected with the main hotel kitchen is the snack bar. The snack-bar is a small unit that provides fast-order foods and drink service to guests who are using the hotel’s swimming pool or some other recreational facility. Snack bars are a prominent feature of a resort hotel. Where the recreational facilities are in great demand, the snack bar often has its own staff of cooks and waiters and waitresses. Hotels generally employ a large number of workers in proportion to the number of guests; this is especially true in the food and beverage department. The restaurant business as a whole is one of the most labour-intensive. Much of the activity in connection with food and beverage service is invisible to the guests, but many employees in the department have frequent contact with them. These especially include the dining room and room service personnel. They must meet the same requirements of hospitality and courtesy as all the other employees who deal with the hotel guests. Questions
Handling Complaints Text 1 How to Handle Customer Complaints No matter how hard you try, things can go wrong once in a while. Food gets burned, orders get forgotten in the middle of a dinner rush, or new servers simply forget all their training. No matter the reason for the complaint, the important thing is to try and please the customer and send them home knowing that, yes there was a problem, but it is not typical of your establishment. Let them know that you, the owner, value their comments and their business. How you handle customer complaints will determine if the customer comes back to your restaurant. Here are some tips to help you deal with your next complaint and send your customer home with a smile. Listen- Listen to what the customer has to say. Even if you can’t solve the problem, you still need to listen. For example, perhaps a customer is displeased because there is a waiting line. Body Language - The way you stand and look at a customer can speak more than words. Maintain eye contact and don’t cross your arms over your chest, if you are feeling angry. Nod and smile, no matter how irritated you may feel. This shows you value their opinion and their business. Apologize - Remember that customer who was so upset over the long waiting line? Offer an apology. “I understand that you are not happy about the wait, sir, but we are working as fast as we can to get you a table. We really appreciate your patience and willingness to wait. Perhaps you would like to have a drink at the bar until your table is ready.” You demonstrate that you completely understand how they feel and are working hard on a solution. Freebies - If a customer has a problem, such as an overcooked steak, the best thing to do is to apologize and to offer them some sort of compensation. Here are some quick freebies that you can give customers that won’t cost you much money: •Free round of drinks • Free dessert • Gift certificate for a future visit • Merchandise, such as a beer glass or tee-shirt • Take a certain percent off their meal Text 2 The commonest complaint in the restaurant is about staff who are rude or unhelpful, usually because they know little about the product they are selling. The second thing that makes the customer angry is having to wait too long to be served. If the customer’s complaint isn’t dealt with properly, the customer will not be back. But if the restaurant staff listen politely, check the problem and then offer a refund with an apology if needed, the customer will remain the restaurant’s client. Some problems are more complicated, such as about staff rudeness, a supervisor or a manager is usually called in. Sometimes the matter cannot be solved because the customer refuses to listen or to accept the offered solution. Below are examples of the sort of things that can go wrong when you are eating out. Situation 1 I decided to take parents to lunch. When we arrived at the restaurant there had been a mix-up over the booking. The manager said there were no vacant tables. If you have made a reservation, a restaurant must give you a table when you arrive. If they don’t, then you can claim travelling expenses and other costs you had as a result. Situation 2 At a meal recently, my chicken wasn’t properly cooked. A restaurant must prepare and serve food with reasonable care and skill. If this isn’t the case, stop eating and tell the waiter. If you are not satisfied you can deduct a reasonable sum of from the bill – in this case, the cost of your chicken, for example. Situation 3 I went to the cinema with friends and booked a table for a meal afterwards. The film finished a lot later than I thought – so we decided to forget the meal and go straight home. The restaurant now says it will sue. When you book a table, you are making a contract with the restaurant: they have to provide a table and you have to arrive at or near the agreed time. If you are very late, or if you don’t arrive at all, the restaurant can sue you. If your plans change, tell the restaurant straight away. Questions
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