EXAMPLE OF SERVICE DIALOGUE

SERVICE DIALOGUE

SITUATION	DIALOGUE
1. As the guest enters the restaurant	AM/GRO :” Good morning/afternoon/evening, madam/sir?” Guest        :” Morning/afternoon/evening”
2. Greeting repeat customers	AM/GRO : “ How nice to see you again, Mr. Jones” Guest        : You too”
3. Before seating the guest	AM/GRO: “ Do you have a reservation, madam/sir?” Guest         :”No, we’d like a table for 4 people, please”
4. After checking reservation book	AM/GRO:” Do you prefer the smoking or non-smoking section, madam/sir? Guest       : “ smoking”
5. Escorting guest to the bar	AM/GRO :” Would you please seat at the bar and having pre-dinner drink while we prepare your table”
6. Receiving reserves tables	AM/GRO :” Do you have a reservation this evening, madam/sir?” Guest        :” yes, it’s booked under Jones” AM/GRO :” That’s right, non-smoking table for 6 person. Would you like to have pre-dinner drink at the bar before going to your table?” Guest       :” Yes, please” AM/GRO :” Would you like to follow me, please. Is this table alright for you?”
7. Escorting guest	AM/GRO :” Mr/Mrs. … Your table is ready. Would you liketo come this way please? How is this table? Is this alright fou you?” Guest        :” Thank you”
8. Table for 15 pax walk in	Guest        :” I wanna a table for 15 people, Please. Smoking”
9. We can accommodate the group	AM/TL :” Would you please wait a minute in the bar area and we’ll organize it for your right away. Guest    :”Ok”
10. We cannot accommodate the group due to lack of seating	AM/TL :” It could be a 10 – 15 minutes wait, would you like to have a drink in the bar and we’ll let you know as soon as a table becomes available” Guest   :” sure”
11. Table for 15 pax non-smoking table	Guest :” I wanna a table for 15 people, please, non-smoking areas” AM/TL :” I am sorry, but, the larger table that we have in our non-smoking area is for 12 people. Would you mind sitting in the smoking area?” Guest :” No problem”
12. Table Greeting	AM/TL :” Would you please wait a minute in the bar area and we’ll se it up for you” Guest :” Thank you” AM/TL :” Thank you. I’ll let you know when you table is ready”
13. Children’s set up	TL/COT :” Would you like to remove the cutlery or is your son / daughter going to be alright with them?” Guest      :” It’s very kind of you” TL/COT :” If you like something especially prepared for your son/ daughter, please let me know” Guest     :”sure” TL/COT :” Would you like to order the children’s meal now or wait till I come back for your food order?” Guest      : may be later”
14. Handling out the menu	TL/COT :” This is your food menu madam/sir. Our menu is designed for a 5/3 courses testing menu which is allow you to experience more than just a few dishes. Our chef already makes it in well balance which is will not to much portion for you because will be served in a sample portion.” TL/COT :” This is our wine list with many selection, all wines keep in the proper cellar. The price is very reasonable comparing with other restaurant” TL/COT :” and … this is our beverages menu, may kinds of cocktail, aperitifs and cigar are available. Would you like to have some aperitif while you have look the menu, madam/sir?”
15. Returning for the beverage order	TL/COT :” Are you ready to order your drinks?
16. Making recommendations	Guest :” So what you  recommended?” TL/COT:” The most popular one is cosmopolitan. This is a sweet cocktail which consist of Smirnoff vodka, cointreau, cranberry juice, lime fresh juice”. Would you like madam/sir?”
19. Daily/weekly special introduction	Tl/COT :” Our specials are mentioned on the table card on the table which are possible for one of your courses. Our soup is sweet potato and pumpkin agnolotti. Our weekly special is beef sate”
20. Serving out the drink order	TL/COT :” Here your cosmopolitan madam/sir”
21. Taking the food order	TL/COT :” Are you ready to order your food, madam/sir?” Guest      :” So what’s good?” TL/COT :” For your first appetizer I would like to suggest coconut king prawn  wonton which is very good. TL/COT :” For your second appetizer I would like to suggest crispy lobsters wonton which is also very delicious and to be one of the best seller” TL/COT :” For the first main course, may I suggest you our slow roasted ubud duck tutu and for second main course it will going nicely with Pok belly babi guling ibu oka spices” TL/COT :”Would you like some rice or potato puree to come with? Guest     :” Rice, please”
22. Guest satisfaction 1	TL/COT :”How would you like us to serve your meals, can we serve it a bit slow or we can serve it anytime when it ready after your first course finish?” Guest     :”very slow is good”
23. Wine order	TL/COT :”Your dinner will be perfect with a bottle of wine, madam/sir, We have a beautiful New Zealand Sauvignon balnc or Californian Cabernet Sauvignon. Would you like to try a bottle, madam/sir?” TL/COT :” Would anyone care of a glass of wime?” Guest      :” no, thank you”
24. Serving the teasers	TL/COT :” This is peanut cracker compliment from the chef” Guest      : thank you”
25. Second drinks or wine	TL/COT :”Here is your glass of white wine, madam/sir”
26. Long waiting time for food	TL/COT :” Excuse me, I am sorry for the delay with your food. I have just checked with the kitchen and it will only be a few minutes” Guest     :” that’s fine”
27. Serving the appetizer	TL/COT :” This is your coconut king prawn, madam/sie” Guest      :”thnk you”
28. Up-selling drinks	TL/COT :” Would you care for another drink, madam/sir?
29. Offering fresh black paper	TL/COT :”Would you care for some freshly ground black paper, madam/sir?
30. Wishing the guest an enjoyable meal	TL/COT :” Enjoy your meal”
31. Clearing the appetizer plate	TL/COT :” May I clear up your plate?
32. Check on beverage	TL/COT :” Can I get you another drink, beer / glass of wine/water?”
33. Serving the main course	TL/COT :” This is your slow roasted ubud duck tutu, madam/sir”
34. Up-selling drink	TL/COT :” Would you care for another drink, madam/sir? TL/COT :” Would you care for some mineral water, madam/sir?” TL/COT :” Would you care of another bottle of wine, madam/sir?
35. Offering fresh black paper	TL/COT :” Would you care for some freshly ground black paper or salt, madam/sir?”
36. Wishing the guest an enjoyable meal	TL/COT :” Enjoy your meals”
37. Checking guest satisfaction II	TL/COT :” Is everything alright with your meals? Is there any comment about our beverages? Any suggestion for our service, madam/sir?”
38. Clearing main course	TL/COT :” May I clear up the plates for you?”
39. Handling out the dessert	TL/COT :” Here are the dessert menus. We also have a after dinner drink and cigar menu on the right page, I will be back a little while. TL/COT :” You should try our delicious black and white fondant. It is really delicious, infused with the melted chocolate kafirlime and serve with vanilla ice cream”
40. Offering a hot drink	TL/COT :” Would you care for some coffee or tea at the same time.
41. Up-selling dessert drink	TL/COT :” Would you like a liqueur or port with your coffee?”
42. Serving the dessert/coffee	TL/COT :” This your black and white fondant, madam/sir”
43. Ask the guest an enjoyable dessert	TL/COT :” Enjoy your dessert”
44. Clearing dessert	TL/COT :” May I clear your plates for you?”
45. Up-selling drinks	TL/COT :” Would you care for another coffee, madam/sir?” TL/COT :” Would you care for another liqueur, madam/sir?”
46. Comment card	TL/COT :” Would you mind filling out comment card, that would be very much appreciated, thank you, madam/sir?
47. Thanking and bidding farewale	TL/COT :” Thank you very much. I hope you enjoy your time with us. We hope to see you again”