• how to prepare, welcome guests and provide excellent restaurant service

Good morning and welcome to our hotel! Today you are starting work as part of our restaurant team. We are happy to have you with us. Our hotel has very high standards, and our guests expect excellent service. I would like to explain what I expect from you.

First of all, your appearance is very important. Always wear a clean, well-ironed uniform and polished shoes. Your hair must be neat, and your hands and fingernails must be clean. Always make sure that you are clean and look tidy. Please arrive on time and be ready to start work.

Before the restaurant opens, check your work area carefully. Prepare the tables, clean the chairs, polish the glasses and cutlery, fold the napkins and make sure that everything is in the right place. The restaurant must look perfect before the first guests arrive.

You must also know your workplace very well. Learn where everything is, including the kitchen, toilets, places for service equipment and exits for emergencies. Most importantly, study the food and drinks menu. You must know every dish, its ingredients, how it is prepared and how it tastes. Our chef works closely with farmers from the area and buys fresh food from them whenever possible. We want to help local farmers, use food that grows at this time of year and help keep our environment clean. You must be able to tell guests where our food comes from and why we use food from the area. Learn about food allergies, vegetarian meals and special diets. You should also know about wines, beers, juices, coffee and tea. Be ready to explain the dishes and suggest drinks that go well with different meals.

When guests arrive, welcome them with a friendly smile. Speak clearly, be polite and show them to their tables. The way you stand and move is also important. Stand straight, look confident and have a friendly face. Look at guests when you speak to them, but do not stare at them. Listen carefully and show that you are interested in what they say. Never cross your arms or look bored.

Your face, movements and voice should show that you are happy to help.

Give guests the menus, explain the daily specials and answer their questions. When taking orders, listen carefully, write everything down and repeat the order to avoid mistakes. Always tell the kitchen about allergies and things that guests ask for.

During service, pay attention to your tables. Serve the correct food and drinks, check whether everything is OK and offer more drinks when needed. If somebody is unhappy, stay calm, listen carefully, say sorry and try to solve the problem. Ask your manager for help when necessary.

Working well together is also very important. Help your colleagues, share information and respect everyone. Keep the restaurant clean, do not waste food and use water and other things carefully. Never share guests‘ personal information with other people.

Finally, thank guests when they leave, check their bills carefully and prepare your work area for the next team.

Remember, excellent service means being friendly, careful, knowing your job and helping others. Every guest deserves our full attention. Our goal is simple: make every guest feel welcome and give them a reason to come back to our hotel.

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Vocabulary:

Word / Expression	Definition
to expect	to think that something will happen or that somebody will do something.
to explain	to tell somebody about something so they can understand it.
appearance	the way a person looks.
to iron	to make clothes smooth with a hot iron.
to polish shoes	to clean shoes and make them look shiny.
to look tidy	to look clean and neat.
cutlery	knives, forks and spoons that we use to eat.
a napkin	a small piece of cloth or paper that you use when you eat.
service equipment	things that waiters and waitresses use at work.
an emergency	a dangerous situation when you need help quickly.
an ingredient	one of the foods you need to make a meal.
a dish	food that is made and served as one meal.
to suggest	to tell somebody about something that may be good for them.
to be confident	to feel good about yourself and believe that you can do something.
to stare at somebody	to look at somebody for a long time without looking away.
to avoid mistakes	to do something carefully so that you do not do something wrong.
to pay attention to something	to look or listen carefully to something.
to share information	to give information to other people.
full attention	to listen or look very carefully and think only about that person or thing.
a goal	something that you want to do or get.
a reason	why you do something or why something happens.

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Cheat sheet

1. Appearance & Hygiene

• Uniform: Clean, well-ironed, polished shoes
• Grooming: Neat hair, clean hands & fingernails
• General: Clean, tidy appearance
• Punctuality: Arrive on time, ready to work

2. Pre-Opening Preparation

• Work Area Check: Thorough inspection before opening
• Tables & Chairs: Prepared, cleaned
• Tableware: Polished glasses & cutlery
• Napkins: Folded
• Setup: Perfect placement of all items

3. Workplace & Menu Knowledge

• Layout: Kitchen, toilets, service equipment storage, emergency exits
• Food Knowledge: Dishes, ingredients, preparation methods, flavor profiles
• Sourcing & Philosophy: Local farmers, seasonal ingredients, eco-friendly/sustainable focus
• Dietary Needs: Food allergies, vegetarian options, special diets
• Beverages: Wines, beers, juices, coffee, tea (pairings & explanations)

4. Greeting & Communication

• Arrival: Friendly smile, polite greeting, seat guests
• Body Language: Straight posture, confident, friendly expression
• Eye Contact: Direct, natural (no staring)
• Forbidden Actions: No crossed arms, no bored expressions
• Attitude: Attentive, enthusiastic, actively listening

5. Order Taking

• Menu Presentation: Hand out menus, present daily specials, answer queries
• Process: Listen attentively, write down details, repeat order back
• Communication: Immediately inform kitchen of special requests & allergies

6. Table Service & Problem Solving

• Service: Deliver correct food/drinks, monitor table status, offer refills
• Handling Complaints: Stay calm, listen, apologize, offer solutions
• Escalation: Involve manager when necessary

7. Teamwork, Sustainability & Privacy

• Teamwork: Mutual support, clear communication, respect
• Resource Efficiency: Zero food waste, conserve water & supplies
• Privacy: Strict confidentiality regarding guest information

8. Closing & Handover

• Billing: Verify bill accuracy
• Departure: Warmly thank leaving guests
• Handover: Reset & prepare area for the next shift

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Match the words with the correct definitions

Words

1. to expect
2. to explain
3. appearance
4. to iron
5. to polish shoes
6. to look tidy
7. cutlery
8. a napkin
9. service equipment
10. an emergency
11. an ingredient
12. a dish
13. to suggest
14. to be confident
15. to stare at somebody
16. to avoid mistakes
17. to pay attention to something
18. to share information
19. full attention
20. a goal
21. a reason

Definitions

A. to give information to other people.

B. a small piece of cloth or paper that you use when you eat.

C. to think that something will happen or that somebody will do something.

D. to look at somebody for a long time without looking away.

E. something that you want to do or get.

F. knives, forks and spoons that we use to eat.

G. to make clothes smooth with a hot iron.

H. to tell somebody about something so they can understand it.

I. why you do something or why something happens.

J. things that waiters and waitresses use at work.

K. to tell somebody about something that may be good for them.

L. to look clean and neat.

M. a dangerous situation when you need help quickly.

N. to listen or look very carefully and think only about that person or thing.

O. one of the foods you need to make a meal.

P. to clean shoes and make them look shiny.

Q. the way a person looks.

R. to feel good about yourself and believe that you can do something.

S. to do something carefully so that you do not do something wrong.

T. food that is made and served as one meal.

U. to look or listen carefully to something.

__________________________

Answer key
1–C, 2–H, 3–Q, 4–G, 5–P, 6–L, 7–F, 8–B,
9–J, 10–M, 11–O, 12–T, 13–K, 14–R, 15–D,
16–S, 17–U, 18–A, 19–N, 20–E, 21–I

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Match the definitions with the correct words

Definitions

1. to give information to other people.
2. a small piece of cloth or paper that you use when you eat.
3. to think that something will happen or that somebody will do something.
4. to look at somebody for a long time without looking away.
5. something that you want to do or get.
6. knives, forks and spoons that we use to eat.
7. to make clothes smooth with a hot iron.
8. to tell somebody about something so they can understand it.
9. why you do something or why something happens.
10. things that waiters and waitresses use at work.
11. to tell somebody about something that may be good for them.
12. to look clean and neat.
13. a dangerous situation when you need help quickly.
14. to listen or look very carefully and think only about that person or thing.
15. one of the foods you need to make a meal.
16. to clean shoes and make them look shiny.
17. the way a person looks.
18. to feel good about yourself and believe that you can do something.
19. to do something carefully so that you do not do something wrong.
20. food that is made and served as one meal.
21. to look or listen carefully to something.

Words

A. to avoid mistakes

B. a dish

C. to polish shoes

D. an emergency

E. to explain

F. a reason

G. to pay attention to something

H. appearance

I. a napkin

J. to expect

K. full attention

L. to suggest

M. cutlery

N. to stare at somebody

O. to share information

P. an ingredient

Q. to look tidy

R. to iron

S. a goal

T. service equipment

U. to be confident

______________________________

Answer key
1–O, 2–I, 3–J, 4–N, 5–S, 6–M, 7–R, 8–E, 9–F,
10–T, 11–L, 12–Q, 13–D, 14–K, 15–P, 16–C,
17–H, 18–U, 19–A, 20–B, 21–G

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True or false

1. Waiters should know the ingredients and preparation of every dish.
2. Staff may wear dirty shoes if their uniform is clean.
3. The chef never buys fresh food from local farmers.
4. Waiters do not need to know about wines, beers or other drinks.
5. Staff should know where the emergency exits are.
6. Guests should be welcomed with a friendly smile.
7. Waiters should stare at guests to show interest.
8. Tables, chairs and glasses must be prepared before the restaurant opens.
9. Staff should not tell the kitchen about food allergies.
10. Waiters should leave unhappy guests to solve their own problems.
11. Staff should help colleagues and share information.
12. Guests‘ personal information may be discussed with friends.
13. Waiters should repeat orders to avoid mistakes.
14. Staff should use as much water as they like.
15. Staff should explain the daily specials to guests.
16. Waiters should check bills only when guests complain.
17. Staff should keep the restaurant clean and avoid wasting food.
18. Guests should receive a thank-you only if they leave a tip.
19. Waiters should check whether guests need more drinks.
20. The hotel’s goal is to make every guest feel welcome and want to return.

___________________________

Answer key
1 T, 2 F, 3 F, 4 F, 5 T, 6 T, 7 F, 8 T, 9 F, 10 F, 11 T,
12 F, 13 T, 14 F, 15 T, 16 F, 17 T, 18 F, 19 T, 20 T

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Multiple-choice

1. What should staff wear at work?

A. Clean and comfortable casual clothes
B. Smart clothes in different colours
C. A clean, well-ironed uniform

2. What should staff do before guests arrive?

A. Prepare the restaurant for service
B. Wait for the first guest
C. Check the daily staff schedule

3. Why must staff know the emergency exits?

A. To guide guests to the toilets
B. To help during dangerous situations
C. To show guests the hotel facilities

4. What should waiters know about each dish?

A. Its price and popularity
B. Its name and country of origin
C. Its ingredients and preparation

5. Where does the chef try to buy food?

A. From large international companies
B. From local farmers
C. From supermarkets in nearby towns

6. Why must staff know about food allergies?

A. To help guests choose safe meals
B. To recommend the most popular dishes
C. To explain the different menu prices

7. What should waiters know about drinks?

A. The names of drink producers
B. The prices of all menu items
C. The different drinks on the menu

8. How should staff welcome guests?

A. With a friendly smile
B. With a detailed hotel introduction
C. With questions about their journey

9. What is good body language?

A. Looking down while guests speak
B. Making friendly eye contact
C. Turning away during conversations

10. What should waiters do when taking orders?

A. Remember every order without notes
B. Ask colleagues to remember the orders
C. Write down and repeat each order

11. What should staff do about food allergies?

A. Suggest another restaurant
B. Inform the kitchen
C. Recommend the most popular dish

12. What should waiters do after serving food?

A. Check whether guests are satisfied
B. Prepare the next table immediately
C. Wait until guests ask for help

13. How should staff deal with complaints?

A. Explain that mistakes can happen
B. Ask another waiter to help
C. Listen calmly and offer help

14. Why is teamwork important?

A. It helps everyone provide good service
B. It allows staff to avoid difficult tasks
C. It makes individual work less important

15. How should staff treat guest information?

A. Share interesting details with friends
B. Keep personal information private
C. Discuss guest details after work

16. How can staff protect the environment?

A. Use more water when cleaning
B. Throw away unused food
C. Avoid waste and save resources

17. What should waiters do when guests leave?

A. Thank them for their visit
B. Ask them to complete a survey
C. Tell them about other hotel services

18. What should staff do with bills?

A. Give them to guests immediately
B. Check them carefully
C. Ask guests to check every item

19. What should staff do after their shift?

A. Leave the work area for colleagues
B. Go home without checking anything
C. Clean and prepare their work area

20. What is the main goal of the restaurant team?

A. Serve as many meals as possible
B. Make every guest feel welcome
C. Finish all daily tasks very quickly

_______________________________

Answer key:
1 C, 2 A, 3 B, 4 C, 5 B, 6 A, 7 C, 8 A, 9 B, 10 C, 11 B,
12 A, 13 C, 14 A, 15 B, 16 C, 17 A, 18 B, 19 C, 20 B

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Match the sentence halves

Sentence beginnings

1. Every member of the restaurant team must wear …
2. Before the restaurant opens, staff should …
3. Waiters need to know the ingredients …
4. The chef tries to buy fresh products …
5. Restaurant staff must know about food allergies …
6. When guests arrive, waiters should welcome them …
7. Good eye contact shows guests …
8. To avoid mistakes, waiters should write down …
9. If a guest has a food allergy, staff must inform …
10. After serving a meal, waiters should check …
11. When a guest makes a complaint, staff should …
12. Team members should help each other …
13. Restaurant staff must protect …
14. To reduce waste, staff should save water …
15. At the end of their shift, staff should clean …

Sentence endings

A. … the kitchen before the meal is prepared.

B. … with a friendly smile and polite words.

C. … and understand the needs of guests with special diets.

D. … their work area and prepare it for the next team.

E. … and preparation methods of every dish on the menu.

F. … that they are listening and paying attention.

G. … from local farmers whenever possible.

H. … a clean and well-ironed uniform.

I. … listen carefully and try to solve the problem.

J. … the guests‘ orders and repeat them to avoid mistakes.

K. … to provide good service to all guests.

L. … whether everything is fine.

M. … the privacy of every guest.

N. … and use other resources carefully.

O. … prepare the tables, chairs, glasses and cutlery.

____________________________

Answer key
1 H, 2 O, 3 E, 4 G, 5 C, 6 B, 7 F, 8 J, 9 A, 10 L,
11 I, 12 K, 13 M, 14 N, 15 D

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Cause and effect – exercise: match each cause with its correct effect. Use each effect only once.

Causes

1. Staff wear clean, well-ironed uniforms.
2. Waiters arrive on time and prepare the restaurant.
3. Waiters know the ingredients of every dish.
4. The chef buys local products whenever possible.
5. Staff understand food allergies and special diets.
6. Waiters inform the kitchen about a guest’s allergy.
7. Staff make friendly eye contact with guests.
8. Waiters write down and repeat orders.
9. Staff check on guests after serving their meals.
10. Waiters listen calmly to complaints.
11. Restaurant employees help and support each other.
12. Staff keep personal guest information private.
13. Employees save water and avoid food waste.
14. Waiters check bills carefully.
15. Staff clean their work area at the end of their shift.

Effects

A. Guests feel that their questions and needs are important.

B. The next team can start work in a clean and tidy restaurant.

C. Guests can receive suitable meals and avoid dangerous ingredients.

D. The restaurant can avoid mistakes when charging guests.

E. Guests see a professional and tidy team.

F. The kitchen can take the necessary steps to prepare a safe meal.

G. The restaurant is ready when the first guests arrive.

H. Staff can answer questions and give useful information about the food.

I. The team can provide better service and work more smoothly.

J. Guests feel respected and their problems can be addressed.

K. The hotel helps local farmers and supports the local community.

L. Guests can enjoy their meals and staff can notice problems early.

M. Guests‘ personal details remain safe.

N. The hotel uses fewer resources and produces less waste.

O. Guests are less likely to receive the wrong food or drinks.

__________________________

Answer key
1 E, 2 G, 3 H, 4 K, 5 C, 6 F, 7 A, 8 O, 9 L, 10 J,
11 I, 12 M, 13 N, 14 D, 15 B

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Find evidence in the text, read each statement carefully. Find information in the original text that proves the statement is correct. Write down the sentence or the relevant part of the text.

1. A waiter’s appearance is important because guests notice how the restaurant team looks.

2. Preparing the restaurant before opening includes several different jobs, not just setting the tables.

3. Waiters need good knowledge of the menu to answer guests‘ questions and help them choose their meals.

4. Buying food from local farmers can help both the local people and the environment.

5. Restaurant staff must be ready to help guests who cannot eat certain foods.

6. Waiters can show guests that they are interested through their body language, even when they are not speaking.

7. Writing down and repeating orders helps the restaurant avoid problems with the food and drinks.

8. Waiters still have important jobs to do after they have served the food.

9. When guests are unhappy, waiters must listen carefully and try to find a good answer to the problem.

10. Good teamwork depends on every employee doing their job and helping other members of the team.

___________________________

Answer key:

1. Clean uniform, polished shoes, neat hair and clean hands.
2. Preparing tables, chairs, glasses, cutlery, napkins and service equipment.
3. Knowing ingredients, preparation, taste, daily specials and drinks.
4. Local farmers, local products, seasonal food and sustainability.
5. Food allergies, vegetarian meals and special diets.
6. Friendly body language and eye contact; not staring at guests.
7. Writing down and repeating orders to avoid mistakes.
8. Checking guest satisfaction and offering more drinks.
9. Staying calm, listening, apologising and trying to solve the problem.
10. Helping colleagues, sharing information and working towards the same goal.

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(A2+)
Explain the reasons – answer the following 10 questions. Use complete sentences and information from the original text. Explain your answers in your own words.

1. Why is it important for restaurant staff to wear a clean and well-ironed uniform?

2. Why should waiters know the ingredients and preparation of every dish on the menu?

3. Why does the chef try to buy fresh products from local farmers?

4. Why must restaurant staff know about food allergies and special diets?

5. Why should waiters make eye contact when they speak to guests?

6. Why is it important to write down and repeat a guest’s order?

7. Why should waiters check on guests after serving their food?

8. Why should employees stay calm and listen carefully when a guest makes a complaint?

9. Why is it important for restaurant staff to share information and help their colleagues?

10. Why should employees save water, avoid food waste and keep the restaurant clean?

______________________________

Possible answers:

To look professional and give guests a good impression.

To answer questions and help guests choose suitable dishes.

To support local farmers, use local products and help the environment.

To protect guests and help them choose suitable meals.

To show interest, attention and respect.

To avoid mistakes and make sure the order is correct.

To make sure guests are satisfied and offer further help.

To understand the problem, show respect and find a solution.

To work better as a team and provide good service.

To protect the environment, save resources and maintain high standards of cleanliness.

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

SMFrockZ@gmx.at