Part I: Setting the Stage

 Chapter 1: Taking Reservations by Telephone - Mastering the Art of the First

Impression

Expressions:

1. Greeting:
 "Good morning/afternoon/evening, thank you for calling [your
establishment]."
 "Welcome to [your establishment], how may I assist you?"
 "Thank you for choosing [your establishment], how can I help you
today?"
2. Confirming identity:
 "May I have your name, please?"
 "Could you please provide your contact information?"
 "Can I have the name the reservation will be under?"
3. Date and time:
 "When would you like to make the reservation for?"
 "What date were you considering for your reservation?"
 "Could you please let me know the date and time you prefer?"
4. Party size:
 "How many people will be joining you?"
 "Could you please confirm the number of guests?"
 "Do you have a rough estimate of the party size?"
5. Special requests:
 "Are there any special accommodations or requests you would like to
make?"
 "Do you have any dietary restrictions or preferences we should be
aware of?"
 "Is there anything specific you'd like us to know about your
reservation?"
6. Confirmation:
 "Your reservation has been successfully booked for [date] at [time]."
 "We've reserved a table for [number of people] on [date] at [time]."
 "Everything is set for your reservation. We look forward to seeing you."

Sample Conversation:

Customer: Good afternoon, I'd like to make a reservation, please.

You: Good afternoon, certainly. May I have your name, please?

Customer: Yes, it's John Smith.

You: Thank you, Mr. Smith. When would you like to make the reservation for?

Customer: I'm looking to book a table for two on Saturday, March 23rd, at 7:00 PM.

You: Great, I have that noted down. Just to confirm, it's for two people, correct?

Customer: Yes, that's right.

You: Wonderful. Is there anything else you'd like to add, such as any special requests
or dietary restrictions?

Customer: No, everything sounds good for now.

You: Perfect. Your reservation for two on Saturday, March 23rd, at 7:00 PM, is all set.
We look forward to welcoming you to [your establishment].

Customer: Thank you very much.

You: You're welcome. Have a great day!

 Chapter 2: Receiving and Seating Guests - A Warm Welcome Sets the Tone
 Greeting:
o "Welcome to [your restaurant]."
o "Good [morning/afternoon/evening], welcome."
o "Hello and thank you for joining us tonight."
 Confirming Reservation:
o "Do you have a reservation?"
o "May I have your name, please?"
o "Can you confirm the name the reservation is under?"
 Checking Availability:
o "Let me check our reservation list."
o "I'll see if we have a table available for you."
o "We have your reservation right here."
 Seating Guests:
o "Please follow me, and I'll show you to your table."
o "Right this way, your table is ready."
o "Allow me to escort you to your reserved table."
 Offering Assistance:
o "Can I help you with anything else?"
o "Do you need assistance with chairs or anything else?"
o "Is there anything specific you'd like to request?"
 Wishing Enjoyment:
 o "Enjoy your meal!"
o "We hope you have a wonderful dining experience."
o "If you need anything during your meal, feel free to ask."
 Thanking Guests:
o "Thank you for choosing [your restaurant]."
o "We appreciate your patronage."
o "We look forward to serving you."

Sample Interaction:

Guest: Good evening, we have a reservation under the name Smith.

You: Good evening, Mr. Smith. Let me check our reservation list. Ah, yes, we have
your reservation for two. Please follow me, and I'll show you to your table.

Guest: Thank you.

You: Here is your table. Is there anything else I can assist you with? Maybe adjusting
the seating?

Guest: No, everything looks great. Thank you.

You: Wonderful. Enjoy your meal, and if you need anything else, don't hesitate to ask.

Guest: Thank you very much.

Part II: The Dining Experience

 Chapter 3: Taking a Beverage Order - Refreshing Starts and Expert

Recommendations
 Greeting:
o "Good [morning/afternoon/evening], welcome to [restaurant/cafe]."
o "Hello, how are you today?"
o "Welcome back! What can I get for you?"
 Offering assistance:
o "Would you like to start with something to drink?"
o "Can I interest you in our selection of beverages?"
o "Are you in the mood for any particular type of drink today?"
 Presenting options:
o "We have a variety of beverages available, including soft drinks, juices,
teas, coffees, and alcoholic beverages."
 o "Our menu features a range of refreshing options. Have you had a
chance to look at it?"
o "Here are our drink options. Is there anything specific you're interested
in, or would you like some recommendations?"
 Providing recommendations:
o "Our specialty coffee is quite popular, or perhaps you'd enjoy one of
our freshly squeezed juices."
o "If you're looking for something refreshing, our iced teas are excellent
choices."
o "I highly recommend trying our signature cocktail, it's a customer
favorite."
 Confirming the order:
o "What would you like to drink?"
o "May I take your beverage order?"
o "Can I get started with your drink order?"
 Noting any special requests:
o "Would you prefer your coffee with milk or sugar?"
o "Any particular type of juice you'd like?"
o "Do you have any dietary restrictions or preferences I should be aware
of?"
 Confirming the order:
o "Just to confirm, you'd like [specific beverage], correct?"
o "So, that's [beverage], [any modifications], is that right?"
o "Got it, I'll have your [beverage] right out for you."
 Thanking the guest:
o "Thank you for your order."
o "I'll be right back with your drinks."
o "Enjoy your beverage, and please let me know if you need anything
else."

Sample Interaction:

Server: Good evening, welcome to The Green Leaf Cafe. Can I start you off with
something to drink?

Guest: Good evening. I'll have a glass of your house red wine, please.

Server: Certainly, our house red wine. Excellent choice. And for you, ma'am?

Guest 2: I'll just have a glass of water, please.

Server: Of course, a glass of water for you. Any ice or lemon?

Guest 2: No, thank you.

Server: Alright, one house red wine and a glass of water. I'll be right back with your
drinks.

Guest: Thank you.

Server: You're welcome.

 Chapter 4: Taking Food Orders - Guiding Guests Through Culinary Choices

 Greeting:
o "Good [morning/afternoon/evening], welcome to [restaurant]."
o "Hello, how are you today?"
o "Welcome back! Have you had a chance to look at our menu?"
 Presenting options:
o "Our menu features a variety of dishes, including appetizers, salads,
main courses, and desserts."
o "Here are our specials for today, as well as our regular menu items."
o "Do you have any questions about the menu, or would you like some
recommendations?"
 Offering assistance:
o "Is there anything specific you're in the mood for, or any dietary
restrictions I should be aware of?"
o "Would you like me to explain any of the dishes in more detail?"
o "Are you ready to order, or do you need a few more minutes to
decide?"
 Taking the order:
o "What would you like to order?"
o "May I take your food order now?"
o "Can I get started with your meal selection?"
 Noting any special requests:
o "How would you like your steak cooked?"
o "Any sides or toppings you'd like with that?"
o "Are there any allergies or dietary preferences I should know about?"
 Confirming the order:
o "Just to confirm, you'd like [specific dish], prepared [specific way], with
[any modifications], is that correct?"
o "So, that's [dish], [any modifications], and [side dishes], right?"
o "Got it, I'll have your order placed right away."
 Thanking the guest:
o "Thank you for your order."
 o "Your food will be out shortly."
o "Enjoy your meal, and please let me know if you need anything else."

Sample Interaction:

Server: Good evening, welcome to La Maison Restaurant. Have you had a chance to
look over our menu?

Guest: Yes, we have. I think we're ready to order.

Server: Great! What can I get for you this evening?

Guest: I'll have the grilled salmon with roasted vegetables, please.

Server: Excellent choice. And how would you like your salmon cooked?

Guest: Medium, please.

Server: Medium it is. And for you, sir?

Guest 2: I'll go for the ribeye steak, medium-rare, with mashed potatoes as my side.

Server: Sounds delicious. And would you like any sauce with your steak?

Guest 2: Yes, please. I'll have the peppercorn sauce on the side.

Server: Noted. One grilled salmon with roasted vegetables, cooked medium, and a
ribeye steak, medium-rare, with mashed potatoes and peppercorn sauce. I'll get that
sent to the kitchen right away. Thank you.

Guest: Thank you.

 Chapter 5: Placing Food Orders - Ensuring Accuracy and Kitchen

Communication

As a Server:

1. Approach the table with a friendly greeting.

 "Good [morning/afternoon/evening], welcome to [restaurant]."
 "Hello, how are you all doing today?"
 "Welcome back! Are you ready to order?"
2. Take note of any special requests or modifications.
  "Do you have any dietary restrictions or preferences I should be aware
of?"
 "Would anyone like to make any substitutions or adjustments to their
order?"
3. Write down the order accurately, including any specific instructions.
 Use shorthand and clear handwriting to avoid confusion in the kitchen.
4. Repeat the order back to the customers for confirmation.
 "Just to confirm, you'd like [dish], prepared [specific way], with [any
modifications], is that correct?"
 "So, that's [dish], [any modifications], and [side dishes], right?"
5. Thank the customers for their order and assure them of prompt service.
 "Thank you for your order. Your food will be out shortly."
 "Enjoy your meal, and please let me know if you need anything else."

As a Customer:

1. Review the menu and decide on your order.

 "Could I please have the [dish]?"
 "I'd like to order the [dish], please."
2. Specify any modifications or special requests.
 "Could I have the salad without onions, please?"
 "I'd like my steak cooked medium-rare, please."
3. Communicate your order clearly and succinctly to the server.
 "I'll have the spaghetti carbonara, please."
 "Could I get the grilled chicken sandwich with fries?"
4. Listen as the server repeats your order for confirmation.
 If there are any mistakes or misunderstandings, politely correct them.
5. Thank the server for taking your order and await your meal.
 "Thank you."
 "I appreciate it."

Part III: Table Service Finesse

 Chapter 6: Serving Wine - Adding Elegance and Expertise to the Experience

 Presenting the Wine List:
o Greet the guests and offer them the wine list.
o If they have any questions about the wines or need recommendations,
be prepared to provide assistance.
 Taking the Order:
o Once the guests have made their selection, confirm the choice and
note the wine.
 o Offer to open the bottle at the table or bring it already opened,
depending on the guests' preference.
 Opening the Wine Bottle:
o If opening the bottle at the table, present the bottle to the guest who
ordered it.
o Use a wine opener to carefully remove the cork, ensuring not to disturb
the wine.
o Wipe the neck of the bottle with a clean cloth to remove any debris.
 Presenting the Cork:
o Place the cork on the table in front of the guest who ordered the wine.
o This allows them to inspect the cork if they wish, although it's not
always necessary.
 Pouring the Wine:
o Hold the bottle by the base or the punt (the indentation in the bottom
of the bottle) to avoid warming the wine with your hand.
o Pour a small amount of wine into the glass of the guest who ordered it,
allowing them to inspect the wine for any flaws.
o If everything is satisfactory, proceed to pour wine for the other guests,
starting with women and then men, moving clockwise around the table.
o Pour wine to about one-third to one-half full to allow guests to swirl
and aerate the wine.
 Serving Temperature:
o Ensure that white wines are served chilled and red wines are served at
cellar temperature, typically around 60-65°F (15-18°C).
o If necessary, use an ice bucket or wine chiller to maintain the wine's
temperature throughout the meal.
 Offering Assistance:
o Throughout the meal, periodically check on the guests to see if they
need refills or if there's anything else you can assist them with
regarding their wine selection.
 Clearing Empty Bottles:
o Once the bottle is empty, discreetly remove it from the table.
o If the guests are interested, offer to suggest another bottle or assist
with dessert wine selections.
 Thanking the Guests:
o Thank the guests for dining at the establishment and offer any
assistance they may need as they conclude their meal.

Chapter 7: Serving the First Course/ Refilling Wine Glasses - Maintaining Flow
and Attentiveness
Serving the First Course:
 1. Presenting the Dish:
 "Here is your [first course], enjoy."
 "Your [appetizer/soup/salad] is served."
 "I hope you enjoy the [first course], please let me know if you need
anything else."
2. Offering Assistance:
 "Is there anything else I can get for you before you start?"
 "Do you need any condiments or additional seasoning?"
 "Please enjoy your meal, and don't hesitate to let me know if you need
anything."
3. Ensuring Satisfaction:
 "How does everything look? Is there anything else I can assist you
with?"
 "Please let me know if the temperature of your dish is to your liking."
 "If there's anything you need, just give me a shout."

Refilling Wine Glasses:

1. Approaching the Table:

 "May I top off your wine for you?"
 "Would anyone like a refill on their wine?"
 "Can I freshen up your glasses for you?"
2. Pouring Wine:
 "Allow me to refill your glass."
 "Let me replenish your wine for you."
 "May I pour you some more wine?"
3. Checking In:
 "Is everyone's glass at a satisfactory level?"
 "Would anyone else care for more wine?"
 "Please don't hesitate to let me know if you need another refill."
4. Thanking Guests:
 "Thank you for allowing me to refill your glasses."
 "It's a pleasure to ensure you're enjoying your wine."
 "Please enjoy, and let me know if you need anything else."

 Chapter 8: Serving the Main Course - The High Point of the Meal
 Approaching the Table:
o "Here is your main course, enjoy."
o "Your main course has arrived, please let me know if everything looks
satisfactory."
o "I hope you're ready for the main course; here it is."
 Placing the Plates:
o "Allow me to set your plates down for you."
o "I'll just set these down in front of you."
o "Here's your main course, please enjoy."
 Offering Assistance:
o "Is there anything else I can provide for you with your main course?"
o "Do you need any additional condiments or sauces?"
o "Please enjoy your meal, and don't hesitate to let me know if you need
anything."
 Checking Satisfaction:
o "How does everything look? Is there anything else I can assist you
with?"
o "Please let me know if the temperature of your dish is to your liking."
o "If there's anything you need, just give me a shout."
 Ensuring Enjoyment:
o "I hope you find your main course to be delicious."
o "Enjoy your meal, and if there's anything you'd like adjusted, please
don't hesitate to let me know."
o "Please savor your main course, and I'll be back to check on you
shortly."
 Clearing Unnecessary Items:
o "May I clear any unnecessary items from the table to give you more
space?"
o "Let me tidy up the table for you a bit."
o "Would you like me to remove any empty plates or glasses?"

1. Chapter 9: Dealing with Complaints - Turning Challenges into Positive

Experiences
Listening Actively:
 "I'm here to listen. Please tell me what happened."
 "Thank you for bringing this to my attention. Please go ahead and
share your concerns."
 "I understand you're unhappy. I'm here to help. What seems to be the
problem?"
2. Empathizing:
 "I'm truly sorry to hear about your experience."
 "I understand how frustrating that must be."
 "I apologize for any inconvenience this has caused you."
3. Clarifying the Issue:
 "Could you please provide more details about what went wrong?"
 "Can you help me understand exactly what happened?"
  "I want to make sure I understand your concerns correctly. Could you
elaborate a bit more?"
4. Apologizing:
 "I apologize for the inconvenience this has caused you."
 "I'm sorry that we didn't meet your expectations."
 "Please accept my sincerest apologies for the issue you've
encountered."
5. Taking Action:
 "Let me see what I can do to make this right for you."
 "I'll take immediate steps to address this issue."
 "Allow me to find a solution that works for you."
6. Offering Solutions:
 "Would you like me to replace the dish for you?"
 "Can I offer you a discount on your meal as a gesture of goodwill?"
 "Is there something specific I can do to resolve this to your
satisfaction?"
7. Following Up:
 "I'll make sure to check back with you to ensure everything is resolved."
 "Please let me know if there's anything else I can do for you."
 "I appreciate your patience. I'll keep you updated on the progress."
8. Maintaining Professionalism:
 "Thank you for bringing this to my attention. I'll handle it with the
utmost urgency."
 "I assure you we take your feedback seriously and will address this issue
promptly."
 "I understand your frustration, and I'm committed to resolving this
matter professionally."

Part IV: Sweet Endings and Beyond

 Chapter 10: Serving Dessert/ Making Coffee - The Perfect Finale

Serving Dessert:

1. Approaching the Table:

 "I hope you've enjoyed your meal so far. Are you ready for dessert?"
 "Would anyone care for dessert this evening?"
 "Save room for dessert! Our menu has some delicious options."
2. Presenting the Dessert Menu:
 "Here is our dessert menu for your consideration."
 "Allow me to share our selection of delectable desserts with you."
 "Please take a look at our dessert offerings. Is there anything that
catches your eye?"
 3. Taking Orders:
 "What can I get for you for dessert?"
 "Do you have any preferences for dessert tonight?"
 "Would you like to hear about our specials, or have you already
decided?"
4. Serving Dessert:
 "Here is your [dessert]. Enjoy!"
 "I hope you find your dessert to be as delightful as your main course."
 "Our [dessert] is served. Please enjoy every bite."
5. Checking Satisfaction:
 "How is everything with your dessert?"
 "Is there anything else I can get for you to accompany your dessert?"
 "I'm glad you're enjoying your dessert. Is there anything I can assist you
with?"

Making Coffee:

1. Offering Coffee:
 "Would anyone like coffee to finish off the meal?"
 "May I offer you some freshly brewed coffee or espresso?"
 "A cup of coffee is a perfect way to end the meal. Would you care for
one?"
2. Taking Orders:
 "How would you like your coffee? We have options like drip, French
press, or espresso."
 "What type of coffee would you prefer?"
 "Do you take milk or sugar with your coffee?"
3. Preparing and Serving Coffee:
 "I'll have your coffee ready for you in just a moment."
 "Here's your freshly brewed coffee. Enjoy!"
 "Here's your [type of coffee] as requested. I hope it's to your liking."
4. Checking Satisfaction:
 "Is the coffee to your satisfaction?"
 "Would you like anything else with your coffee?"
 "I hope you enjoy your coffee. Please let me know if there's anything
else you need."

 Chapter 11: Making Tea/ Serving Beverages after Meals - Accommodating

Diverse Preferences

Making Tea:
 1. Offering Tea:
 "Would you like some tea to accompany your meal?"
 "May I offer you a selection of our fine teas?"
 "A cup of tea would be a delightful way to conclude your meal. May I
bring you one?"
2. Taking Orders:
 "What type of tea would you prefer? We have options like black, green,
herbal, and more."
 "Would you like any specific flavor or blend for your tea?"
 "Do you take milk, honey, or lemon with your tea?"
3. Preparing and Serving Tea:
 "I'll have your tea prepared for you shortly."
 "Here's your freshly brewed tea. Enjoy!"
 "Your tea is served. Please let me know if you need anything else."
4. Checking Satisfaction:
 "Is the tea to your liking?"
 "Would you like anything else with your tea, such as sugar or a slice of
lemon?"
 "I hope you enjoy your tea. Please don't hesitate to let me know if you
need a refill or anything else."

Serving Beverages after Meals:

1. Approaching the Table:

 "I hope you enjoyed your meal. Can I interest you in any beverages to
accompany your dessert or to conclude your dining experience?"
 "Would anyone care for another round of drinks?"
 "May I offer you some after-dinner beverages?"
2. Presenting Options:
 "We have a variety of beverages available, including coffees, teas,
digestifs, and more. Is there anything specific you'd like?"
 "Here's our selection of post-meal beverages. Do any of these appeal
to you?"
 "Would you like to see our beverage menu, or do you already know
what you'd like?"
3. Taking Orders:
 "What can I get for you to drink after your meal?"
 "Do you have any preferences for beverages to accompany your
dessert?"
 "Are there any specific drinks you'd like to order to wrap up your dining
experience?"
4. Serving Beverages:
  "Here are your beverages. Enjoy!"
 "I hope you find your drink choice to be a perfect complement to your
meal."
 "Your beverages are served. Please let me know if there's anything else
I can assist you with."
5. Checking Satisfaction:
 "Are your beverages to your satisfaction?"
 "Would you like anything else with your drinks?"
 "I hope you enjoy your beverages. Please let me know if you need
anything else."

 Chapter 12: Presenting the Check/Bill - A Smooth Transition to Departure

 Approaching the Table:
o "I hope you enjoyed your meal. May I bring you the check?"
o "Is there anything else I can assist you with before I bring the check?"
o "Are you ready for the check, or would you like some time?"
 Presenting the Check:
o "Here is your check. Please take your time."
o "I'll leave the check here for when you're ready."
o "Whenever you're ready, I have your check right here."
 Offering Assistance:
o "Would you like to pay together or separately?"
o "Do you need help with anything else while you review the check?"
o "Please let me know if there are any discrepancies on the check."
 Expressing Gratitude:
o "Thank you for dining with us. I hope you had a wonderful experience."
o "We appreciate your patronage. Please let us know if there's anything
else we can do for you."
o "It was a pleasure serving you. Have a great day/evening!"
 Responding to Payment Method:
o If the guest requests to pay by card: "Certainly, I'll take care of that for
you. Please insert your card whenever you're ready."
o If the guest requests to pay by cash: "Of course, I'll be back to collect
the cash whenever you're ready."
o If the guest requests to split the bill: "Absolutely, I can split the bill for
you. Just let me know how you'd like it divided."
 Processing Payment:
o Take the payment method (card or cash) and process it accordingly.
o If necessary, return with the receipt for signature or confirmation.
 Thanking Guests:
o "Thank you for your payment. Here is your receipt."
 o "We appreciate your business. Have a wonderful day/evening!"
o "Thank you once again for dining with us. We hope to see you again
soon!"

Appendix: Glossary of Restaurant Service Terminology

 Kitchen Staff:
 Chef
 Sous Chef
 Line Cook
 Prep Cook
 Pastry Chef
 Front-of-House Staff:
 Bartender
 Server
 Host/Hostess
 Sommelier
 Maitre d'Hotel
 Busser
 Food Runner
 Server Assistant
 Greeter
 Cashier
 Support Staff:
 Dishwasher
 Expeditor
 Barback
 Kitchen Porter
 Management and Supervisory Roles:
 General Manager
 Assistant Manager
 Shift Supervisor
 Catering Manager
 Floor Manager
 Beverage Manager
 Restaurant Manager
 Maître d'Hôtel
 Restaurant Owner
 Restaurant Consultant
 Specialized Roles:
 Wine Steward
 Mixologist
 Head Waiter/Waitress
 Assistant Chef
 Head Chef