aicle atenciÓn al cliente e bar cafeterÍa
TRANSCRIPT
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SERVICE IN BARS AND CAFETERIAS
WARM-UP
How often do you go out to have breakfast?
Have you ever eaten a combination dish?
Do you prefer going out with friends or with relatives?
Look at the following photographs and comment with your partners
where they are located.
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1 – EXPLICATION OF SERVICE IN BARS AND CAFETERIAS
The service in bars should be fast and precise.
In the following points we will list a series of patterns that will serve as an orientation
for service in both the bar and the dining room.
Bar Service
The person that carries out the bar service should always act naturally and bevery social because in many occasions they will be establishing a dialogue with
the customer. Greet the customer upon their arrival.
Wait on clients according to their order of arrival without alterations, even if a
well known customer arrives. It is very important that every customer feelswelcome.
You must cleanly serve the diverse clientele, following a minimum of protocol
when appropriate
In the case of a group of clients, you should serve the group at the same time or with very brief intervals. If it is not possible because of the nature of the order,
make preparations in a manner so that they almost coincide in the moment of
service.
We should keep the bar clean at all times.
Give the customer time to think about what he wishes to drink if he looks
unsure.
Everything that you must do in front of the customer should be done withcomposure and without hidden movements. This is because you are working
under the cautious eye of the customer. This forces us to take great measures to
ensure the cleanliness in three areas.
o In terms of cleanliness of the uniform and personal appearance.
o In terms of our surroundings, machinery, and material with which we
work.
o In our manner of working.
Watch to see if the customer wants anything or needs any additional things. Alack of attention could upset the customer and cause them not to return to the
establishment.
Never take glasses or cups by the upper part and never serve a drink without a
small plate or coaster underneath.
If you have to attend to another request, excuse yourself sincerely as you would
if there had been a delay.
At all times you should give the impression that you are trying to serve with
quickness and attention to detail.
Say goodbye to the customer and thank them for their visit when they are
leaving the establishment.
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Dining Room or Terrace Service
Upon the arrival of the customer, you should greet them, assist inaccompanying them to their seat at the table, etc.
Attend to the table as quickly as possible, even though the clients that sit at
the table are generally not in a hurry.
Take their order.
Bring the order to the counter and begin putting it together, double checking
it. In the majority of the establishments there is an area of the bar
specifically for waiters who are serving the dining room.
Place all the necessary supplies on the tray.
Proceed to serve the table, following protocol.
If there is not sufficient space, kindly ask for permission, attempting to
disturb as little as possible.
Make sure that all of the clients are served once the tray is unloaded.
In cafeterias that offer combination plates you should always have a smallstock of silverware, tablecloths, sauces and spices, napkins, toothpick
holders, ashtrays, etc.
You should also carry out the above-listed steps with the terrace service. Itdeserves mention that this area is usually further away from the bar and at
times less watched over. For this reason, it is preferable that at least one of
the waiters keep an eye on the terrace at all times.
Tray Service
The trays used for dining room and terrace service are normally circular and
often measure 40 to 50 centimetres in diameter. They can be made of various materials,
for example metal, wood, or plastic, although the most typical ones are made of metal.
The use of a cloth cover depends on the category and norms that the management
establishes.
One important rule to follow is: never place the tray under your arm when
collecting the bill or taking the order. If it bothers you while carrying out these tasks,
you should leave it in an area of the bar designated for dining room service.
- Loading the tray
You should place the heaviest things in the area closest to the body; this way
allows your forearm to rest. You have to balance the weight in a manner that the tray is
balanced by the proper distribution of weight. The tray is carried over the left hand,
with the hand forming a small hole. We can help to stabilize it at any time with the
right hand, but we should never pick it up with both hands (if the weight is too heavy,
you can also support it with your forearm). While walking, you should not be staring at
the tray, but rather the obstacles in your path.
If the bottles being transported have a twist-top or screw-top, we should take
precaution to loosen them before placing them on the tray.
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Drinks that have already been served should never go on the tray (except
coffee). Nor should you place dirty material on a tray that transports objects for your
service.
-Unloading the tray
Unloading the tray should happen in two ways:
You can unload it by taking things successively and placing them on thecustomer’s table. This is done by unloading in a way that the tray
doesn’t lose its stability, alternating the items unloaded, in the middle if
possible, from one side to another. This is the most logical way to
unload a tray. When there is a risk of dropping the tray or when it is very heavy, it can
be unloaded by supporting it securely on the table that you are going to
serve, or in a nearby table, distributing the order between the clients.
-Serving the table
You will carry the tray in the left hand while serving the clients, circling the
table clockwise if possible. With the right hand, and to the right of every client, you
will begin to place the drinks or plates that have been ordered.
You can open small bottles on top of the tray as long as you maintain the balance of it. Once the glass is on the table, you open the bottle, either on the tray or on
the table (it is always better to open it in front of the client), and you serve a portion of
its contents. You should take special caution while serving beer because, when
agitated, an excess amount of head is generated.
-Cleaning the table with the tray
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One of the easiest ways is to place the tray on top of the table (but only when
they clients have gotten up) and load it in the proper manner. When the clients are still
seated, you will clean the table without letting the tray rest.
-Br eaking down and clean up:
Once the client has left the bar area or gotten up from their table, you will
proceed to clear the table completely, taking away all of the dirty material, changing
the ashtrays, cleaning the table or counter, and placing new napkin holders, chairs,
etc. The clean up has to be carried out in the shortest amount of time possible, so as
not to harm the image of the establishment.
-Ending the shi ft
At this point we will mention some important norms regarding the end of the
working day.
Replace the materials, principally refilling the refrigerators.
Clean all of the working materials (chinaware, glassware, silverware, etc.) and
leave them in their appropriate place.
Clean the coffee maker, grinder, warmer, etc., following all of the points dealtwith in this chapter.
Clean the office zone, the grilling area, and the areas where you prepare
sandwiches, combination plates, tapas, etc.
Set out all of the essential materials for the next day’s service
Fill out a requisition of all items that need to be replaced or that are not in stock.
Revision Questions
1) Service in bar should be ___________ and __________
2) Using the paragraph ‘Bar Service’ Write some advice for new waiters:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
________________
3) Never take a glass by the _________________________________ and never
serve a drink without
_______________________________________________________.
4) You should always thank a customer for_____________________.
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5) Using the paragraph ‘Dining room or terrace service’ Write some advice for
new waiters:
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
________________
6) How should you load and carry a tray?
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
________________
7) You should not place ______ material on a tray that transports objects for your
service.
8) You should carry your tray in your ___ hand
9) The three different systems of billing are _____________, ______________ and
___________.
10) Once the client has left the bar area or table, you should completely
___________________.
11) Popular establishments offer _______________-, they have
_________________ and they use new _______________.
12) Examples of establishments with these characteristics are _____________,
______________ and _____________.
Vocabulary and Expressions
Getting good service and describing meals
Is everything all right here?
How is everything?
Would you like another glass of wine/water/beer?
How is your steak/coffee/cake?
Getting the waiter´s attention
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Excuse me.........
Could I have a glass of water?
We´d like some bread, please.
Could I have a clean fork?
Another cup of coffee, please .Check, please.
How was your meal?
How was your lunch?
Great¡
Our table was ready for us as soon as we arrived.
The waiters were very attentive.
The food was fabulous!
The presentation was beautiful.
The chicken was cooked to perfection!
Everything was just right.
I can´t wait to go back again.
Did you enjoy your dinner?
No, it was terrible!
We waited almost forty minutes for table!
The service was slow. It seemed as though the waiters were ignoring us!
The food was terrible.The soup was cold.
The chicken was overcooked.
It was a complete disaster.
We´ll never go there again!
Describing food and drinks
Words used to describe the state or consistency of food
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Buttery: buttery food has a lot of butter in it, or tastes as if it has butter in it.
Calorific: containing a lot of calories and therefore likely to make you fat.
Caramelised / caramelized: caramelized food has a layer of slightly burnt sugar on it.
Chewy: chewy food has to be chewed for some time before it is soft enough to
swallow.
Chilled: chilled food or drink has been made cold in order to make it more pleasant or
to keep it fresh.
Cool: food that is cool is no longer hot.
Cream: used about food that contains cream.
Creamy: containing or made from cream.
Crisp: crisp food is firm in a pleasant way and makes a noise when you bite it.
Crispy: food that is crispy is firm in a pleasant way, and makes a noise when you bite
it.
Crunchy: crunchy foods make a loud noise when you bite them.
Crystallized: crystallized fruits or sweet foods are covered with sugar crystals.
Deep pan: a deep pan pizza has a thick dough base.
Diabetic: made for people who have diabetes.
Diet: containing less sugar or fat than other similar foods.
Digestible: food that is digestible is easily changed into substances that your body
needs.
Dry: dry food contains little or no liquid, such as fat or juice.
Fat-free: containing no fat.
Fattening: making you fat.
Fatty: containing a lot of fat./Consisting of fat.
Filling: food that is filling makes you feel full quickly.
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Fleshy: containing flesh.
Floury: covered with flour.
Fluffy: food that is fluffy is soft and light because it contains a lot of air.
Fresh: fresh food has been recently picked, caught, or prepared.
Fruity: containing a lot of fruit.
GM : genetically modified: used for describing crops whose genes have been changed
to give them particular qualities, or for describing foods made from them.
Greasy: prepared with a lot of oil or fat.
Green: made from the green leaves of vegetables.
Heavy: food that is heavy is rather solid and not enjoyable.
Herbal: connected with herbs, or made from herbs.
Iced: an iced cake or biscuit is covered with icing.
Indigestible: indigestible food is difficult for your body to digest.
Instant: instant food or drink can be prepared in a very short time, usually by adding
hot water.
Jammy: covered and sticky with jam.
Light: food or drink that is light has less fat or alcohol than other similar food or
drink. This word is sometimes spelt lite on food labels.
Lite: a spelling of ‘light’ that is often used in the names of foods and drinks that
contain less sugar or fat than usual.
Live: live yoghurt contains the living bacteria that are used to make it.
Lo-cal: low-calorie.
Low: used about foods that contain a smaller amount of a substance than usual.
Low-cal: low-calorie.
Low-calorie: low-calorie foods or drinks help people to lose weight because they do
not contain many calories.
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Low-fat:low-fat food contains only a small amount of fat.
Mentholated: containing menthol.
Microwavable: able to be cooked in a microwave.
Microwaveable: another spelling of microwavable.
Milky: containing milk or a liquid that looks like milk.
Mushroom: containing or made from mushrooms.
Non-fat: non-fat food and drinks contain no fat or very little fat.
Nourishing: providing the food needed to live, grow, and be healthy.
Nutritive: a nutritive substance is one that is used by living things to help them to
grow and be healthy.
Nutritive: connected with nutrition.
Nutty: containing nuts, or having the taste of nuts.
Organic: organic food or drink is produced using only a small number of artificial
chemicals.
Peanut: containing or made with peanuts.
Perishable: perishable food decays after a short time, especially if it is not kept
cold.
Picnic: used about the things that you use or eat at a picnic.
Plain: plain food is simple and does not have a lot of things added to it
Raw: raw food has not been cooked, or has not been thoroughly cooked.
Rich: containing a lot of things such as butter, eggs, or cream that make your
stomach feel full very quickly.
Scrambled:
Skinny: low in fat.
Slimline:containing fewer calories than usual in order not to make you fat.
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Sloppy: sloppy food is not thick or solid enough.
Soupy: containing too much liquid.
Soused: kept in a liquid such as vinegar or alcohol for a long time.
Spoilt: spoilt food has started to decay.
Starchy: starchy foods have a lot of starch in them.
Sticky: sticky food contains a lot of sugar and has a sticky surface.
Stodgy: stodgy food is heavy and makes you feel too full.
Strained: put through a strainer to remove any lumps.
Stringy: full of fibres and difficult to cut and eat.
Stuffed: stuffed meat or vegetables have been filled with some other type of food.
Sugar-coated: covered in sugar.
Sugared:
Tender: tender food is soft and easy to cut and eat.
Tough: food, especially meat, that is tough is very difficult to cut and chew.
Unclean: unclean food or drink cannot be eaten or drunk by people belonging to a
particular religion.
Uneaten: not eaten.
Unrefined: unrefined products such as sugar and oil have not been changed from their
natural state.
Vegetarian: relating to or intended for vegetarians.
Warmed-over: warmed-up for eating.
Warmed-up: warmed-up food had gone cold but has been heated again to make it
warm enough to eat.
Wheaten: made using wheat.
Whipped: food that is whipped has had air mixed into it, so that it is very light.
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Describing food
http://www.slideshare.net/mherrerav/describing-foods
Describing food and meals
http://www.slideshare.net/ang_ruiz/describing-food
The sense and food
http://www.educationscotland.gov.uk/Images/BNF_The_senses_and_food_tc
m4-669991.pdf
Extra activities http://www.esolcourses.com/topics/food-and-drink.html
READING 1
When you have to describe a dish you need to know the adjectives thatdescribe the taste of the dish. Everyone has got his favourite dishes, butthere are lots of words that you can use to talk about that.
Read the following text about TASTES and try to guess the meaningsof the words.
Humans detect taste with taste receptor cells. Theseare clustered in taste buds. People sometimes feeltastes differently and so they have different favourities.Some people like sweet things, others salty . When youlike the food you can say it is: delicious, good orexcellent. Some food can be sweet like candies, ice-cream, chocolate, cookies or cakes. Fruit is mainly juicy ,especially when it is ripe and fresh. But sometimes it isunripe and then it can be sour and tough. Tender isused to describe a meat or vegetable dish when it is easy to cut or chew. Spicy or hot is used when the dish is strongly flavoured withspices. Exotic can be any national dish that you have never tried before.
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Meat can be sometimes a bit raw or underdone, it means that it is cookedonly a little. Some people like it so. That kind of meat can sometimes be toughif it isn't done well. If it is cooked a little more we can call it slightly underdone or medium cooked and if more then it's well-done.
Some things taste sour like lemons or limes and some taste bitter likegrapefruits, but they are all very juicy.
When you like the food and it tastes well you can call it tasty as well and whenit is pleasantly and lightly flavoured with herbs and salt we call it savoury .
Sometimes we don't like the food and there can be different reasons for that. When you have put too much salt it is too salty . Then there is too much fat it isgreasy . When the food is too greasy it may also be stodgy – it means it is tooheavy and hard to digest. When it's not too spicy we call it mild and that's apositive opinion, but when there is no taste at all we call it bland and that meansthat we don't like it because it is too tasteless. Sometimes it may happen that weeat something that is stale, which means that it isn't fresh any more or it's"best-before" is over. If we are lucky we feel only a strange after-taste, but itmay happen that we get sick as well and cannot eat anything for a while.
So I hope that the dishes that you eat are just done to turn which means they are just perfect and taste delicious. But be careful eating salty peanuts,pistachio nuts or crisps, because they are terribly moreish that means you
want to eat them more and more and you can't stop it.
Describe the pictures using the words you have learnt.
Savory (US) Savoury (UK)
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READING 2
Words Used to Describe the Taste of CoffeeFenton Wayne
Word Count: 1214View Article Summary
Professional coffee tasters use a great variety of terms to describe the taste of different coffeesin the process normally known as cupping. Why not learn a few of these terms and next timeyou find yourself at a dinner party enjoying your after dinner coffee you can amaze your
friends with your coffee knowledge?
Below are some common terms used - it is not meant to be an exhaustive list
Astringent - A secondary taste sensation noted by a salty sensation on the sides of the tongue.
Caused by acids increasing the saltiness.
Baggy - An unpleasant taste often found in weakly roasted coffees that have been stored for along time in inappropriate conditions.
Baked - A flat aroma with insipid taste often caused by roasting for too long at too low atemperature.
Beany - The smell associated with insufficiently roasted coffee that has not been able toallowed to develop its full aroma.
Bitter - Sharp or biting sensation felt at the back of the tongue often the result of over roasting
the coffee bean.
Bland - Lacking in any noticeable flavour characteristics.
Bready - A bread-like taste that can occur in coffees that have not been roasted long enough or at a high enough temperature to bring out the flavour of the oils.
Bright - A dryness or sharpness (typical of Central American coffees).
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Buttery - Rich and oily.
Caramelly - Suggestive of toffee or caramel.
Carbony - A burnt of charcoal flavour.
Chocolatey - Suggestive of vanilla or chocolate.
Creamy - High levels of coffee oils suspended in the brew.
Delicate - A secondary taste sensation noted for its weak sweet-subtle feeling just past the tipof the tongue.
Dirty - Unclean smelling or mustiness.
Earthy 'Characteristic smell of soil or dirt often caused when the coffee beans are stored on theground after harvesting (typical of Sumatran coffees)
Exotic - Unusual aroma and flavour, such as berry or floral.
Fermented - An unpleasant taste producing a sour sensation. The result of enzyme activity inthe green coffee beans changing the sugars to acids in the drying process during harvesting.
Flat - A loss of aroma.
Fragrant or floral - Subtle hints of fragrant flowers such as jasmine.
Fruity - A sweet fruity aroma suggestive of berries or citrus fruit.
Grassy - Suggestive of freshly cut grass.
Green - A faint herbal taste due to the incomplete development of the sugar compounds in theroasting process.
Hard - A hard coffee is poorly balanced. It is a secondary taste sensation of sourness on the bottom sides of the tongue. Caused by higher-than-normal percentage of sour acids. Ranking of
hardness ranges thus: strictly soft, soft, softish, softish/hardish, hardish, hard, Rioy.
Harsh - A hard or caustic taste.
Heavy - Higher than average levels of suspended material in the brew.
Herby -. Suggestive of onion or green vegetable.
Hidey - A leather-like odour caused when too much heat is applied during the drying processcausing the coffee beans fats to break down.
Insipid - A brew of lifeless character often the result of oxygen and moisture penetrating the bean fiber after roasting.
Lifeless - Thin and flat.
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Light - Lower than average levels of suspended material in the coffee brew.
Malty - Suggestive of toasted grains.
Mellow - An overall smooth, mild and delicate flavour lacking in acidity.
Muddy - Thick and lifeless.
Musty - A stuffy or mouldy smell which can be a positive trait for aged coffees such as Java.
Neutral - The absence of a predominant taste sensation.
Nippy - A secondary taste of sweetness, associated with a nipping sensation at the end of thetongue.
Nutty - Smell and taste suggestive of roasted nuts.
Oily - The description given to a coffee that has an oily taste.
Oniony - Suggestive of onions.
Peasy - An unpleasant taste associated with fresh green peas.
Piquant - A sweet, prickling sensation at the tip of the tongue, typified by a Kenya AA coffee.
Point - A coffee with good overall characteristics of acidity, body and flavour.
Potatoy - Suggestive of raw potatoes.
Pulpy - A pungent fruit-like flavour derived from coffee cherry skins.
Pungent - Description given to a full-bodied and forceful coffee.
Quakery - Suggestive of peanuts, often the result of using unripe, green coffee beans.
Rancid - A highly disagreeable taste caused by oxidization of the coffee.
Rich - Strong presence of coffee aromas.
Rioy - An iodine-like flavour caused by continuing enzyme activity that occurs when the fruit
partially dies on the coffee tree before harvesting.
Round - A well-balanced coffee whose characteristics are at levels so that no one sensation
dominates, giving a feeling of roundness.
Rough - A secondary sensation noted by its grating, salty sensation on the tongue.
Rubbery - reminiscent of burnt rubber.
Scorched - A smoky or burnt aroma and taste caused when the beans are roasted too quickly attoo high temperature which char the surface of the beans.
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Stale - An unpleasant taste caused by oxygen and moisture penetrating the beans surface.
Sharp - An astringent taste derived from salty tasting compounds within the coffee.
Smooth - Low levels of oily compounds suspended in the beverage.
Soft - A secondary sensation noted by an absence of any predominant taste on any part of thetongue, except maybe for subtle dryness.
Sound - A coffee with no particular positive or negative characteristics.
Sour - A piercing, sour over acidic taste commonly caused by under-ripe beans.
Spicy - An aftertaste suggestive of cinnamon or clove.
Strawy - Suggestive of hay or straw, often from the result of the loss of organic material fromthe green coffee beans while in storage.
Strong - A coffee, rich in flavour that gives a strong powerful taste.
Sweaty - A coffee that may have been stored inappropriately resulting in a distinct sweatytaste.
Sweetly Spicy - An aroma suggestive of aromatic spices such as cardamom.
Sweet - free from harshness.
Tangy - A secondary sensation noted by a predominantly sour sensation along the sides of thetongue hinting of a fruity sensation.
Tart - A sour puckering sensation experienced on the tongue.
Tipped - A cereal-like taste caused by the beans being roasted too quickly that chars the tips of
the beans.
Thick - A high level of solid material suspended in the beverage giving it a heavy feel.
Thin - A low level of solid material suspended in the beverage giving it a watery feel.
Twisty - A coffee with different negative qualities that vary from cup to cup.
Turpsy - Suggestive of turpentine.
Unclean - Coffee with a distinct off-flavor suggesting they have been kept in an uncleanenvironment. An aroma and taste similar to fermenting.
Variety - A qualitative depiction of the gases present in the aroma, nose and aftertaste of coffee's bouquet.
Watery - Lacking in body.
Weak - A beverage that is not flat but definitely lacks body.
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Winey - A pleasant sharpness suggestive of wine.
Wild - A distinctive wood-like taste caused by storing the beans too long.
Woody - A coffee with an unpleasant smell and taste similar to dry wood. This can be due tothe loss of organic material in the green beans during storage.
Learn at lot more about coffee and espresso machines at our Coffee School. Free informationfor all. get to know more about our favourite beverage.
Fenton Wayne's Articles RSS Feed This article was published on 17 Apr 2009 and has been viewed 23097 times
LISTENINGThe Traditional English breakfast
The traditional English breakfast consists of eggs, bacon,sausages, fried bread, baked beans and mushrooms. Even though notmany people will eat this for breakfast today, it is always served inhotels and guest houses around Britain.
The traditional English breakfast is called the 'Full English' and
sometimes referred to as 'The Full English Fry-up'.
Now-a-days, however, a typical English breakfast is more likely to be a bowl of cereals, a slice of toast, orange juice and a cup of coffee. Many people, especially children, in England will eat a bowl of cereal. They are made with different grains such as corn, wheat or oats.In winter many people will eat porridge or boiled oats.
Full English Breakfast Part 1 - Gary Rhodes - BBC
http://www.youtube.com/watch?v=Khuh1Rhsyag
Full English Breakfast Part 2 - Gary Rhodes - BBC
http://www.youtube.com/watch?v=sA8_V7TuClU&feature=relmfu
Full English Breakfast Part 3 - Gary Rhodes - BBC
http://www.youtube.com/watch?v=l_sSL_UZJgA&feature=relmfu
7/29/2019 AICLE ATENCIÓN AL CLIENTE E BAR CAFETERÍA
http://slidepdf.com/reader/full/aicle-atencion-al-cliente-e-bar-cafeteria 19/19
SBC/2SR
Elena Llera
Learn english conversation: At The Restaurant
http://www.youtube.com/watch?v=pbE41gEQZr4
elllo BREAKFAST
http://elllo.org/english/0051/065-Kentaro-Breakfast.htm
ello BAR SERVICE
http://elllo.org/english/0401/424-Simon-Germany.htm
ello RESTAURANT
http://elllo.org/english/0501/512-Akane-Restaurant.html
ello BREAKFAST 2
http://elllo.org/english/0651/T683-AJ-Breakfast.htm
The Bad Waiter
http://www.youtube.com/watch?v=ZO4YUsAHuLk
Provide Food and Beverage Service: Part 1 - SITHFAB004A
http://www.youtube.com/watch?v=onELK5RLU5M
Provide Food and Beverage Service: Part 2 - SITHFAB004A
http://www.youtube.com/watch?v=snRM-GdLCQo
SPEAKINGBreakfast service in English.Work in groups and describe the menu you have chosen to your classmates.
Role- playing.
WritingWrite a menu and describe it.