2. Introduction to the Subject, Taking Reservation by Telephone Meeting 1 Subject: V0032 - Restaurant English Year: 2009 - 2010

3. Bina Nusantara University 3 General Competency Students are able to use and perform English accordingly, accurately through practice different language functions in the real situation of hotel context particularly in the area of food and beverage service and production.

4. Bina Nusantara University 4 Relevance to Other Subject This subject is to support other subjects i.e. Restaurant Function to enable students for the communication at F&B service area and to prepare the students to become skillfull in English during job training, particularly as the restaurant staff.

5. Bina Nusantara University 5 Relevance to Other Subject The subject enables students to have the competency in using appropriate English in restaurant context, within a formal language. After the completion of the course, students are expected to be competent to communicate in English as restaurant staff and have the knowledge when using the language functions in particular context within a good command of English.

6. Bina Nusantara University 6 Score Distribution - Individual Assignment (20 %) quiz presentation case study - Midterm Test (30 %) - Final Test (50 %)

7. Bina Nusantara University 7 Class General Rules Lateness max. 15-20 minutes No complete uniform, do not enter the class Grooming Hygiene and sanitation Being active in the class affect your score No eating or drinking during the class

8. Restaurant English Mind Mapping Bina Nusantara University 8

9. 9 Brainstorming 1.What professions are there in a restaurant? What are their responsibilities? 2.What are parts of a restaurant do you know? 3.What is your favorite restaurant? Why? What do they offer? 4.When you want to eat in a restaurant, what do you do?

10. Reservation through Telephone 1.An arrangement to secure accommodations at a restaurant or hotel, on a boat or plane, etc. 2.The record kept or assurance given of such an arrangement: Sorry, the hotel has no reservation under that name. 3.Give a definition of reservation of your own! Bina Nusantara University 10

11. The steps in taking reservation through telephone 1.Greet the caller 2.Identify your self 3.Offer an assist 4.Ask the reservation: date time name (ask to spell the name) number of people special request Bina Nusantara University 11

12. The steps in taking reservation through telephone 5.Check the floor chart 6.Explain the availability : accept or decline if you decline, offer an alternative and ask for agreement 5.Read back the reservation details 6.Ask for the contact number 7.Thank the caller and say goodbye 8.Copy all the information into reservation record Bina Nusantara University 12

13. Addressing guests Whenever possible use: Sir / Madam or Mr / Mrs / Ms / Title + name When you speak to guests Compare these examples: Good morning, Sir Good morning Mr. Smith May I help you, madamMay I help you Ms. Daisy? Bina Nusantara University 13

14. Speaking about Time 8.00, 9.00 etc called sharp hours We read it e.g. eight o’clock, nine o’clock How do you read: a. 7 am b. 10 pm c. 12 am d. 12 pm ? A quarter (hour) = 15 minutes 8.15 read a quarter past eight / eight fifteen 9.10 read.. In reading time, if the minutes is between 01-30 we use the term past + the hour will be. Ex. 6.10  ten past six Bina Nusantara University 14

15. Speaking about Time A half (hour) = 30 minutes 8.30 read a half past eight / eight thirty 11.30 read.. Look at the following example: 7.30 is it alright to say it a half to eight ? If the minute written 31’-00’ we use the term to + the hour will be ex. 6.45  a quarter to seven 8.50  ten to nine Bina Nusantara University 15

16. Speaking about dates Written:1 Jan 1/1 1.1.2008 Spoken:January first or The first of January Written:31 Dec 31/12 31.12.2008 Spoken:December thirty-first or The first of January Bina Nusantara University 16