Food and Beverage Training Manual

USE THE RIGHT WORDS LANGUAGE AND ETIQUETTE

For some of you it might be the first time that you have to use a second language when you work in the service. We know that it might take some time until you can use the English language with confidence. You know how important language is when you work in the service. Following, we will list some phrases which are very important and you should memorize. You always have to use the right words. If you don’t know what a word means, please ask.

Wrong Phrases

Correct Phrases

Help you?

“Good evening, how may I assist you?”

→

“Can I start you out with a beverage?”

“May I bring you a glass of wine or iced tea, this afternoon?”

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“Do you want another?”

“May I bring you another…?

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“What was that you were drinking ma’am?”

“I will be right back with another glass of chardonnay.”

→

“Are you done?”

“May I take your plate for you, sir?”

→

“What?”

“Excuse me”, Pardon me”

→

“Yea”, “Yes”, “OK”

“Absolutely”, “Certainly”, “Positively”

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Members, who have invited people from another club, may want to show off their service staff. Now is the time to shine. Expect to entertain them as well as serve them.