1st sem F&B Notes Standard talklines for F&B

Standard F& B Service Talk Lines

On answering the telephone

Never Say

Hello/Hi/yes/ Ya

Always Say

 (Good Morning) ZAYAKA

This is Priyanka. May I assist you?

Never Say

Just a minute

Hold on a second

Always Say

Kindly hold on Mr. Pandey/ Sir/ Madam

Never Say

Can I

Sure Sir/ Madam

OK Sir/ Madam

Always Say

May I

Certainly Sir/ Madam

Very well Sir/ Madam

Never Say

Who is speaking?

Do you have a problem?

I do not know

Always Say

May I know your name please?

How may I help you?

How may I assist you?

I will be glad to find out and let you know.

Never say

Sorry for keeping you on hold

Always Says

Thanks you for holding Mr. Pandey/ Sir/ Madam

Never Say

Why don’t you call…………..

See you

Bye bye

Always Say

May I transfer your call?

Have a nice day Mr. Pandey/ Sir/Madam

Thank you for calling

Repeat User

Namaskar Mr. Pandey/ Sir/Madam, it is a pleasure to have you back at “Dhauladhar”

On seating a guest

First time user

Allow me Sir/ Madam (Whilst pulling the chair)

Hope you find the seating comfortable.

Repeat user

Please allow me to take you to your favorite table Mr. Pandey

Allow me Sir/ Madam (Whilst pulling the chair)

Guest not happy with the table or prefer a table in other section

The moment I have the table available in that section, I shall organize for you Mr. Pandey

Introduction the station holder to the guest

May I introduce Hemant who will personally look after you

Introducing self to the guest

My name is Hemant and I shall personally look after you Mr. Pandey

When …. Seating/ pouring water/serving/ lighting cigarette/ approaching the guest for any reason

Always use the phrase… Allow me Sir/ Madam

When serving Beverages

Announce the name of the drink (Brand Name)

Black label with soda for you Mr. Pandey/ Sir/ Madam

Bloody Marry for you Madam

Immediately after serving alcoholic beverages say…………..

enjoy your drink.

When serving Food

Announce the name of the dish.

Grilled chicken sandwich for you Mr. Pandey/ Sir/ Madam

On Completion of service of Food say……

Enjoy your food

Whilst the guest is having his meal

I hope you are enjoying your meal Mr. Pandey/ Sir/ Madam

If guest says yes

Thanks, you Sir/ Madam, the chef will be delighted to hear this.

If guest says no

I am sorry Sir, I will convey your feed back to the chef. Meanwhile May I offer you something else?

When the guest asks for the bill after having his meal. Offer comments card before the check is presented by using the phrase….

The check will be here shortly, may I have your comments on this card

We value your feedback Sir/ Madam

On Departure (escort till the outlet exit whenever possible)

Thank you Sir/ Madam

We look forward for your visit again

Have a nice day Mr. Pandey/ Sir/ Madam(During Lunch time)

Good Night Mr. Pandey/Sir/Madam (during Dinnertime)