2. Misión
Diseñar estrategias de capacitación y entrenamiento eficiente y efectivo para garantizar
satisfacer las necesidades de hospedaje de todos los huéspedes que nos distinguen con su
preferencia, ofreciéndoles un trato amable y cortés mediante un personal altamente
entrenado en brindar un servicio de comunicación bilingüe, de manera que se cumplan sus
expectativas de calidad en la atención al cliente.
Visión
Posicionaremos en el mercado local como la mejor empresa de capacitación bilingüe y
lograr un reconocimiento a nivel nacional, avalado por la recomendación de nuestros
clientes, procurando para ello un desarrollo sostenido basado en políticas de calidad y
mejora continúa para garantizar un crecimiento que nos permita ofrecer un servicio de
excelencia.
3. Nuestra Metodología
Diseñar un manual con su respectivo curso de entrenamiento a la medida de las
necesidades de nuestros clientes. La efectividad del material esta en el uso preciso
de diálogos basados en experiencias reales y de ilustraciones lo cual lo hace fácil
de usar y de recordar.
Capacitar al personal previamente seleccionado por nuestros clientes para que
puedan sostener conversaciones en tiempo real con los huéspedes de nuestros
clientes y de esta manera, facilitar la comunicación ofreciendo un servicio
completo.
4. Contenido del manual bilingüe
Food and Beverage Manager Banquet Manager
Front Office Manager Room Service Manger
Executive Chef Maintenance Engineer
Sales and Marketing Manager Bar Manager
Personnel Manager Spa
Restaurant manager
5. DAY ONE DAY TWO DAY THREE DAY FOUR DAY FIVE DAY SIX
Duration: Two Duration: Two Duration: Two Duration: Two Duration: Two Duration: Two
hours. hours. hours. hours. hours. hours.
Material: Topic Material: Topic Material: Front Desk Material: Topic Material: Topic Material: Topic
Food and Beverage Restaurant Manager. Banquet Manager Room Service Executive Chef.
Manager. manager and Bar Skills: Listening, Sales and Manger and Skills: Listening,
Skills: Listening, manager. speaking. Marketing Personnel Manager. speaking.
reading and Skills: Listening, Manager. Skills: Listening,
speaking. reading and Skills: Listening, speaking.
speaking. speaking.
Activities: Activities: Activities: Activities: Activities: o Activities:
1. Introduce 1. Introduce 1. Introduce 1. Introduce 1. Introduce 1. Introduce
vocabulary vocabulary vocabulary (list vocabulary vocabulary (list vocabulary (list
(list enclosed). (list enclosed). enclosed). (list enclosed). enclosed). enclosed).
2. Hand out 2. Hand out 2. Hand out copies 2. Hand out 2. Hand out 2. Hand out copies
copies of the copies of the of the listening copies of the copies of the of the listening
listening listening activity and have listening listening activity and
activity and activity and them listen and activity and activity and have them listen
have them have them fill in the gaps. have them have them and fill in the
listen and fill listen and fill 3. Break them up listen and fill listen and fill in gaps. Break
in the gaps. in the gaps. into teams and in the gaps. the gaps. Break them up into
3. Break them up 3. Break them up role play 3. Break them up them up into teams and role
into teams and into teams and scenarios. into teams and teams and role play scenarios.
role play role play role play play scenarios.
scenarios. scenarios. scenarios.
6. Día uno –Day one
I.Vocabulary
Vocabulary
part of speech Meaning Example sentence
à la carte Is it possible to get the steak à la carte? I don't eat
without a side dish
adjective potatoes.
alcohol, liquor
a distilled liquid such as rum or whiskey This beer has 5% alcohol.
noun
all you can eat These are all you can eat fries, so let me know if you
customers pay one fee and can eat as much as they wish
adjective want more.
appetizer Would you like some garlic bread or another appetizer
small snack before a meal
noun to start?
apron Remove your apron before you come out to the dining
a cloth covering worn over the clothes while cooking
noun room.
awful (taste)
very bad taste The customer said that her pasta was awful.
adjective
bar place in an establishment where people go to get a drink
If you sit up at the bar you don't have to order any food.
noun (especially alcoholic drinks)
7. barbeque
southern style of cooking over a grill The barbeque wings are our specialty.
noun/verb
barstool The guest fell off his barstool before he even ordered a
tall seats that customers use at the bar
noun drink.
bartender staff member that mixes, pours, and serves alcoholic
I do part-time work as a bartender in a local pub.
noun beverages
beverage Can I bring you some beverages while you look at the
drink
noun menus?
bill, cheque, check
the slip of paper that tells the customer how much to pay Table 3 would like you to bring them their cheque.
noun
black coffee Should I bring some cream, or do you take your coffee
coffee without any milk
adjective + noun black?
boil style of cooking that involves placing food in a deep pot of We usually boil the potatoes first so that they will cook
verb extremely hot water faster.
booster seat a plastic unit that fits on top of a chair to help small children
Will your child be needing a booster seat today?
noun reach the table
booth/bench type of seating in which people sit side by side on a
We'd prefer a booth if you have one available.
noun cushioned area
booze
alcohol You've been into the booze already, haven't you?
noun(idiom)
bottle opener All of the servers keep bottle openers on their
a device used for opening beer bottles that don't twist off
noun keychains.
bread basket I'll bring you a bread basket to hold the kids down until
slices of bread and butter served before and with a meal
noun dinner.
8. breaded
rolled and cooked in bread crumbs The shrimp is breaded in our homemade batter.
adjective
buffet self-serve tables of food that are set out for the customer to
The plates and everything you need are up at the buffet.
noun pick and choose from
burnt
overcooked to the point of turning black The toast is burnt around the edges.
adjective
busboy, busser a person who helps out in a restaurant (especially clearing
Ask the busboy to help you bring out all of the food.
noun and setting tables)
cash
paper money payment I don't have any cash. Do you accept Visa?
noun
cashier staff member responsible for collecting customer's money at
We don't have a cashier; you have to pay your server.
noun the front of an establishment
charge I will have to charge you an extra dollar to add ice
to add a fee
verb cream.
chef
staff member who is professionally trained to prepare food Our head chef is one of the best cooks in town.
noun
clear
remove finished or unused items from a table You need to clear this table and set it for four.
verb
cocktail Would anyone care for a cocktail on this warm sunny
an alcoholic drink with juice
noun day?
coffee maker machine that dispenses coffee into a glass container for You need to teach the new waitress how to operate the
noun pouring coffee maker.
coffee round an offering of coffee and refills around a section of a Let's ask the busboy to do a coffee round while we take
noun restaurant a smoke break.
9. combo, combination
mixture The combo platter has veggies, ribs, and chicken fingers.
noun
comment card a piece of paper that customers are given to record their When she asked for a comment card I knew she was
noun dining experience going to complain about the food.
complaint
a problem with service or food The guest brought his complaint to the manager.
noun
condiments
types of sauces that are added for flavouring (i.e. mustard) All of the condiments you should need are on the table.
noun
cook
prepare and heat food until it is ready to serve The guest says that this chicken isn't cooked enough.
verb/noun
corkscrew You will need to learn how to work a corkscrew before
tool for removing the cork from the top of a wine bottle.
noun you start bartending.
counter
flat area often used for placing dishes on or preparing food I left one of the salads on the kitchen counter by mistake.
noun
complimentary The desserts are complimentary because the dinner took
free of charge
adjective so long.
creamer
small plastic container of cream for coffee Will you need more than two creamers for your coffee?
noun
credit card
a plastic card that allows people to pay for something later You forgot to sign your credit card slip.
noun
customer, guest
person who goes to an establishment to be served It is our policy that the customer is always right.
noun
customer service Our restaurant got the award for having the best
treatment of guests
noun customer service this year.
10. cutlery, silverware,
In a fine dining restaurant the staff has to polish the
utensils tools for eating with (fork, knife, spoon)
silverware.
noun
debit Can we pay by debit here, or do you only take credit
use bank card to pay directly from bank account
noun cards?
deep fried
cooked in a large pot of oil Most of the appetizers on our menu are deep fried.
adjective
defrost, thaw
remove frozen food from the freezer to prepare Don't forget to defrost some pies for tomorrow.
verb
designated driver person in a party who agrees not to consume alcohol in order Is there a designated driver in your party or are you
adjective + noun to drive everyone home safely taking a taxi?
dessert
sweet treat after a meal I think we're too full to have dessert tonight.
noun
dessert tray a plate of all of the desserts that customers can view and I'll bring the dessert tray around and see if I can tempt
noun order from any of you with a slice of cake or pie.
dirty dishes I'll just clear these dirty dishes and make some room for
plates that customers are finished with
adjective + noun you.
discount
at a cheaper cost We got a discount because we are regular customers.
noun
dishwasher
the staff member/machine that washes the dirty dishes Can you bring the dishwasher these pans to clean?
noun
doggie bag unfinished food that is packed up for the customer to take
I can't finish my steak, but I'll take a doggie bag.
noun home
11. draft beer from a keg that pours out of a tap We have a selection of local beers on draft.
noun
dressing
liquid topping for salads Would you like Italian or French dressing?
noun
dry
no sauce I'll have dry toast with two eggs.
adjective
entrée, main course The entrées are after the lunch specials on page 6 of the
the largest part of a meal (after appetizer, before dessert)
noun menu.
fast-food We don't provide table service. This is a fast-food
an eatery that offers quick inexpensive food
noun restaurant.
fine dining The waiters wear bowties because it's a fine dining
a very expensive eating establishment
noun restaurant.
float small amount of cash used to make change at the beginning
I need a roll of quarters for my float.
noun of a server or bartender's shift
free refills
beverages that can be filled again without any cost Have all of the soda you want; it's free refills here.
adjective + noun
fry
cook over an element in oil Don't fry the vegetables too long or they will go soggy.
verb
garnish food that is added to a plate for appearance or colour(i.e.
Don't forget to garnish all of the entrees that go out.
noun/verb parsley or fruit)
glassware Make sure the glassware doesn't have any spots before
group of drinking glasses
noun you put it away.
gloves (plastic) Whenever you are handling food make sure you are
covering for the hands to prevent the spread of germs
noun wearing gloves.
12. gratuity/tip When we have a large party we're allowed to add a 15%
extra money given as a thank you for service
noun gratuity to the bill.
greet Your priority as a hostess is to greet the guests at the
say hello and welcome customers to the establishment
verb door with a smile.
grill cooking over iron slats that allow for oil and fat to drop
The healthiest way to prepare meat is on a grill.
noun/verb down
hairnet
a covering worn on the head while preparing food If you don't want to wear a hat, you can wear a hairnet.
noun
happy hour
short amount of time when alcoholic drinks are on sale We're expecting a rush because it's almost happy hour.
noun
highball
alcohol served with soda Our highballs are on for half price today.
noun
highchair
a tall chair with a plastic tray designed for a baby The party is for ten plus a highchair.
noun
hold
leave off/without I'll take a hamburger, hold the bun.
verb
homemade
made from a recipe We serve the best homemade soup in town.
adjective
host, hostess staff member in charge of greeting and seating customers in a
Please wait and the hostess will seat you.
noun restaurant
ingredients I'll check the ingredients to make sure there aren't any
all of the different foods that are combined in a recipe
noun nuts.
kettle
pot for boiling water for tea I'll put the kettle on and make some fresh tea.
noun
13. last call the last chance for a person to get an alcoholic drink before
We'll have two more screwdrivers for last call.
noun the establishment closes
lemon, lime wedge
a small segment of lemon or lime put on the rim of a glass I'd like a lemon wedge for my ice water please.
noun
lineup
a number of people waiting for something Is this the lineup to pay or get seated?
noun/verb
liqueur
alcohol that has a syrupy/sweet taste Can I offer you a coffee liqueur to go with your dessert?
noun
manager
person in charge of a section of a restaurant I'd like to speak to the floor manager about the service.
noun/adjective
melt
warm to soften (i.e. cheese/butter) First, melt two tablespoons of butter in the microwave.
verb
menu
a booklet of all of the food that can be ordered Do you have a children's menu we could see?
noun
microwave
a small appliance that heats and cooks food quickly We can heat your dinner in the microwave if you like.
noun
mild
not spicy I'd like a half dozen mild chicken wings.
adjective
nightclub establishment where adults go to dance and drink alcoholic If you work at the nightclub you will have to stay until 2
noun beverages AM.
non alcoholic
beverage a drink that resembles a certain drink without the alchohol Can I order a non alcoholic beer?
adjective + noun
14. on the rocks on ice I'll take a whiskey on the rocks.
preposition + noun
on the side request for a food item to NOT be put on top of another food
For the nachos, can we have the sour cream on the side?
preposition + noun item
order
make a request to a server Is everyone ready to order lunch now?
verb/noun
over charge I think you over charged us for our drinks; we only had
give a customer a bill that is too high (by mistake)
verb one each.
pack up
put in a take-out container for the customer to bring home Would you like me to pack up the rest of that pizza?
verb
party
group of people at or waiting for a table A party of twelve just walked in without a reservation.
noun
patio We closed the patio because it looks like it's going to
outdoor seeating
noun rain.
pitcher, jug a container with a spout to pour water, beer, or other
We'll take a pitcher of beer with four glasses.
noun beverages out of
portion
a separate amount of food The chicken fingers are already portioned in the freezer.
noun/verb
pour
dispense liquid from a container Can I pour you folks another glass of water?
verb
prepare
get food ready The servers have to prepare the salads themselves.
verb
pub establishment that specializes in casual food and alcoholic
I can wear whatever I want when I work at the pub.
noun beverages
15. rare
cooked meat that is pink inside This steak is too rare for me to eat.
adjective
recipe list of ingredients and instructions for preparing a certain Our chef is so talented that he almost never bothers with
noun type of food a recipe.
regulars You can give the regulars a complimentary drink from
people who come into an establishment often
noun time to time.
reservation We don't take any reservations; it's first come first
a request to have a table saved for a certain amount of people
noun served here.
restrooms
place for people to use a toilet and wash hands The restrooms are to your left and down the stairs.
noun
roll-up Before we punch out we have to prepare enough roll-
a set of cutlery wrapped in a napkin
noun ups for the night shift.
rush
a large amount of customers arriving at the same time We always have a rush after church on Sundays.
noun
sauce What kind of sauce would you like on your ice cream,
liquid flavouring added to food
noun butterscotch or chocolate?
schedule a notice of the time and date each staff member has to work If you want to book off a day, let me know before I make
noun/verb in a certain period of time the schedule.
seasoning
dry flavouring added to food He wants the chicken plain without any seasoning.
noun
self-serve the customers bring their own food items to the table and do
We have a buffet on, so it's self-serve for lunch.
adjective not pay for service
16. senior's discount
a reduced price for people over a certain age (i.e. over 65) We have a senior's discount of 25% off on Mondays.
noun
separate cheques
We asked for separate cheques but it all came on one
adjective + noun/verb a different bill for each member/group sitting at a table
bill.
+noun
serve
look after a customer, bring items to a customer Is there someone in charge of serving out on the patio?
verb
set
get a table ready with items such as cutlery and glassware I need you to clear and set table five for a party of eight.
verb
shot
one ounce of alcohol served in a small glass (shot glass) Let's do a shot to get this party started.
noun
shooter
an ounce of alcohol and juice combined Is there a shooter that has orange juice in it?
noun
side dish
choice of food that goes with a main meal The two side dishes are mashed potatoes or french fries.
noun
sour I think the milk has gone sour from sitting out of the
acid or fermented taste
adjective fridge too long.
sous chef Our sous chef is leaving to become the head chef at
staff member who works under and assists the main chef
noun another restaurant.
specials items that were prepared particularly for a certain day and Would you like to hear the specials before you decide on
noun are usually at a reduced price lunch.
specialty
food item that a restaurant is popular for Homemade fish and chips is our specialty.
noun
17. spicy hot flavour Any item with three chilies beside it means that the dish
adjective is very spicy.
stay
to eat in the restaurant Are these coffees to go or to stay.
verb
stir, mix
spin round and round with a spoon Stir the soup for a few minutes before you serve it.
verb
straw
long hollow plastic stick for drinking out of Can I please get a straw for my ice tea?
noun
straight up
alcoholic drink without any mix or ice He always has a straight up glass of rum after his meal.
adjective
substitute
replace one item for another Can I substitute the carrots for corn?
verb
supervisor staff member in charge of watching over things and dealing
When I'm not here George will be your supervisor.
noun with problems
sweet If you like sweet things, you'll love our chocolate
taste with a lot of sugar
adjective cheesecake.
take-out
food that is packed up and eaten at home You can either eat in or order food to take-out.
adjective/verb
to go
to take out of the restaurant We're just going to order a pizza to go.
verb
toppings What type of toppings would you like to have on your
food items that go on top of other food items to add flavour
noun pizza?
uniform
clothing that staff members have to wear The uniform here is black pants and a white shirt.
noun
19. II. Poner audio y que cada uno lea mientras escucha.
Waiter: Hi. Welcome to Heavenly Pies. May I take your order? Man: Oh! Ranch, please.
Man: Uh . . . yes. I'd like the chicken fried steak. Waiter: Would you like anything else?
Waiter: Okay. Would you like fries, bread, or rice with your meal? Man: Well, I'd like to see your pie menu. That's the main reason why I like to
dine here.
Man: Umm. I'll take the rice?
Waiter: Oh, I'm so sorry, but we aren't serving pies today.
Waiter: Would you care for anything to drink?
Man: Huh? I thought this was Heavenly Pies Restaurant.
Man: Yeah. I'll take a medium orange juice.
Waiter: Well, it usually is, but, Dave, our baker, slipped in the kitchen on a
Waiter: I'm sorry. We only have large or small. banana two days ago,
Man: Well, in that case, uh, I'll have a small one. and hurt his leg. [Oh] He'll be out for at least two weeks. In the meantime,
Waiter: Okay. A small juice. And what kind of dressing would you like we're serving ice cream sundaes instead. Sorry.
with your salad. Man: Wow. I'm sorry to hear that. Well in that case, I'll have an ice cream
sundae.
It comes with the fried steak.
Woman: I'll be back with your order in a few minutes
Man: What dressings do you have?
Waiter: We have French, Italian, blue cheese, and ranch.
20. III. Poner el audio y que cada participante escuche y llene los espacios.
Waiter: Hi. Welcome to Heavenly Pies. May I (1) your order?
Man: Uh . . . yes. I'd like the chicken fried steak.
(2)
Waiter: Okay. Would you like fries, bread, or rice with your ?
Man: Umm. I'll take the rice?
Waiter: Would you care for anything to drink?
Man: Yeah. I'll take a medium orange juice.
Waiter: I'm sorry. We (3) have large or small.
Woman: Well, in that case, uh, I'll have a small one.
Waiter: Okay. A small juice. And what (4) of dressing would you like with your salad. It comes with the fried steak.
IV. Formar grupos de tres participantes y crear diálogos basados en vocabulario
de bebidas y alimentos.
