hoc et illud

🏨Secrets of a luxury hotel: how staff create magic every day, part 5, restaurant and bar staff (A2)

Verfasst von

wolfgang kugler

in

,
  • simple tips and daily tasks to make guests feel like royalty

🍽 Restaurant and Bar Staff

  • Welcome guests to the restaurant
    → A warm welcome and a polite “Good morning / Good evening” make guests feel special.
  • Serve food and drinks quickly
    → Guests in a luxury hotel expect fast service without mistakes. Waiting too long can make them unhappy.
  • Know the menu well
    → Staff must be able to explain dishes and answer questions (for example, “Is this dish spicy?” or “Does it have nuts?”).
  • Be careful and polite
    → Move gently with trays, do not rush, always say “Excuse me” when passing by a guest.
  • Say ‘thank you’ and ‘enjoy your meal’
    → These small polite phrases make the service feel personal and warm.
  • Check if guests need something
    → For example, ask politely if they want more water, more bread, or dessert.

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Setting:

The manager’s office at the Grand Horizon Hotel. The sun is shining. The office is bright and quiet. Papers, a laptop, and two cups of coffee are on the table.

Characters:

  • Ms. Elena Carter, Hotel Manager
  • Mr. Raj Patel, Assistant Manager

Ms. Carter: Good morning, Raj. How are you today?

Mr. Patel: Good morning, Ms. Carter. I am fine, thank you. And you?

Ms. Carter: I am good. Thank you. Let’s sit and talk about our restaurant and bar staff. I think we need to improve the service for our guests.

Mr. Patel: Yes, I agree. What do you think is the main problem?

Ms. Carter: Well, first, the welcome. Guests sometimes say staff just say “Hello” quickly. It is not very warm.

Mr. Patel: Yes, I see that too. Guests want a warm welcome. A polite “Good morning” or “Good evening” with a smile is better. It makes them feel special.

Ms. Carter: Exactly. And we need to train staff to make eye contact and greet each guest personally. Sometimes they just point to a table. This feels cold.

Mr. Patel: True. I think we can practice greetings every morning before work. Maybe 10 minutes.

Ms. Carter: That is a good idea. Next point: speed of service. Some guests wait too long for drinks or food. This is not good for a luxury hotel.

Mr. Patel: Yes, I noticed that too. Staff sometimes forget orders or go slowly. We need them to be faster but careful. Mistakes make guests unhappy.

Ms. Carter: Exactly. Fast service is important, but also careful. No mistakes. For example, always check the order twice.

Mr. Patel: Right. Another problem is menu knowledge. Guests ask many questions, like “Is this dish spicy?” or “Does it have nuts?”

Ms. Carter: Yes, some staff do not know all the answers. This can be a problem, especially for guests with allergies.

Mr. Patel: We can make short menu training every week. Staff can learn all ingredients and how to explain the dishes.

———-end of dialogue————–

Ms. Carter: Very good. And we should also teach them to suggest dishes politely. For example, “If you like spicy food, I recommend this dish.”

Mr. Patel: Yes. Polite suggestions make guests feel cared for.

Ms. Carter: Another point: staff politeness. They must move carefully with trays, not rush, and say “Excuse me” when passing by guests.

Mr. Patel: Yes, I see sometimes staff move quickly and bump chairs. This is not polite. We must teach them to move slowly and carefully.

Ms. Carter: Good. And small phrases are important. Staff should say “Thank you” and “Enjoy your meal.” It makes the service personal.

Mr. Patel: Yes, these small words make a big difference. Guests feel welcome and happy.

Ms. Carter: Also, checking guests during the meal is important. Ask if they want more water, more bread, or dessert.

Mr. Patel: Some staff forget this. We can make a rule: every 10 minutes, check at the table politely.

Ms. Carter: Very good. We must also teach them to smile and listen carefully. If a guest says something, staff must respond politely and quickly.

Mr. Patel: Yes, listening is very important. And we can remind staff to use guest names if they know them. This is more personal.

Ms. Carter: Good idea. Finally, I think we need regular feedback. Staff need to know what is good and what needs improvement.

Mr. Patel: Yes, we can watch them during service and give short feedback after each shift.

Ms. Carter: Excellent. So, our plan is: warm welcome, fast and careful service, good menu knowledge, politeness, small polite phrases, checking guests, and feedback.

Mr. Patel: Yes, and we can make a training schedule. Every week we teach one point and practice it.

Ms. Carter: Perfect. Guests will be happy, and our restaurant and bar will have very good service.

Mr. Patel: I will prepare the training plan. Staff will improve quickly.

Ms. Carter: Thank you, Raj. I am happy with this plan. Let’s start next week.
——————–end of audio———————

Mr. Patel: Yes, Ms. Carter. Guests will feel the difference, and our hotel’s reputation will improve.

Ms. Carter: Very good. Let’s make it happen.

Mr. Patel: Yes, Ms. Carter. Thank you for your guidance.

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Task / ExpectationDetails & Tips
Welcome guests to the restaurant– Greet every guest warmly with a smile.
– Say “Good morning” or “Good evening” politely.
– Make eye contact and, if possible, use the guest’s name.
– Guide them to their table politely and offer assistance with chairs or belongings.
– First impression sets the mood for the meal.
Serve food and drinks quickly– Guests expect fast service without mistakes.
– Always check the order before serving.
– Carry drinks and food carefully to avoid spills.
– Serve all guests at the table in a logical order (e.g., women first, then men, then children if present).
– Anticipate guests’ needs to reduce waiting time.
Know the menu well– Learn all dishes and drinks, including ingredients and preparation.
– Be ready to answer questions: “Is this spicy?” or “Does it have nuts?”
– Suggest dishes politely, e.g., “If you like spicy food, I recommend this dish.”
– Understand wine or drink pairings to offer guests advice.
– Practice pronunciation of all dish names.
Be careful and polite– Move gently with trays; avoid rushing.
– Say “Excuse me” when passing close to guests.
– Watch for obstacles and other staff to avoid accidents.
– Keep a calm and professional posture at all times.
– Handle complaints politely and report problems to the manager calmly.
Say ‘thank you’ and ‘enjoy your meal’– Use polite phrases like “Thank you” and “Enjoy your meal” when serving.
– Smile and make the service feel personal.
– Repeat phrases naturally when guests ask for extra items or change orders.
– A simple “I hope you enjoy your dish” improves guest experience.
Check if guests need something– Politely ask if guests want more water, bread, or additional items.
– Check every table regularly but not too often.
– Be attentive to non-verbal cues (e.g., empty glasses, looking around).
– Offer desserts or drinks after the main course.
– Respond quickly to requests and keep guests informed if items will take time.

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