hospitality industry english exercises


Pick a category
 Food & Beverage (restaurants, cafes, bars, catering, etc.)
 Hotel Industry (hotels, resorts, spas, etc.)
 Travel/Tourism (travel agents, tour guides, flight attendants, etc.)
 Politeness Training (the right way to speak to customers/guests in English)


topic: The right way to talk to customers/clients in English 4

Part of providing good customer service is knowing the right way to communicate. English has its own "accepted" ways of talking to customers/clients/guests. If you don't use these, or if you use them incorrectly, you might come across ( = be seen) as rude or unprofessional. In the exercise below, pretend that someone is asking you the question in italics. Choose the best, most polite response:

1. I'll have a muffin with that.
  What kind of muffin would you like?
  Please specify what kind.
  Your request is not specific enough.

2. I'll just have a small coffee.
  Pay me one dollar, please.
  One dollar, please.
  Give me one dollar, please.

3. You don't have muffins today?
  No, we're all out.
  No, as you can see we're all out.
  If you don't see them in the display, it means we're all out.

4. I spilled my drink.
  Please get out of the way so I can wipe it.
  No problem, I'll wipe that for you.
  Please move so I can wipe the table.

5. Do you have a children's menu?
  There's no menu that's created specifically for children.
  No, we don't.

6. Does this restaurant have any other locations?
  Yes. Would you like to order?
  This isn't the only location.
  Yes, we have 5 locations in this city.

7. Can I get another napkin?
  Here you go.
  Here. Take it.

8. Last time we had a table with a view of the piazza.
  Well, today that won't happen.
  Unfortunately, all those tables are occupied.
  Sorry, but this will not be the case today.

9. Can I bring my dog into the bar?
  There are other dogs here, so obviously you can.
  Do it if you want to.
  Yes, you can, as long as it's well-behaved.

10. I'll have what I had last time.
  I'm sorry, but you'll have to remind me what that was.
  Tell me what you had. I don't remember.
  I'm sorry, but I can't remember what every customer orders. What did you have?


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tips and tricks about customer service - for esl students

It's all about making people feel comfortable. There are two important things about serving customers in restaurants, bars, etc. The first is to provide good, efficient service, and the second is to make the customer feel comfortable. It's not enough to bring the food, drinks, and the bill on time, - part of doing your job well is making the customer feel comfortable. By using the accepted forms of communication in these exercises, you'll ensure that the dining experience is positive for everyone involved.

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