Objectives of the Study

Following the completion of this unit, the students will be able to:

  1. Identify the meaning of the words and terms commonly used in taking food and beverage orders.
  2. Pronounce words and phrases related to taking orders clearly and correctly.
  3. Use polite and professional expressions to take orders effectively.
  4. Confirm and clarify guest orders to ensure accuracy.
  5. Handle special requests, dietary restrictions, and order modifications with confidence.
  6. Suggest complementary menu items to guests using persuasive and engaging language.
  1. Vocabulary Building

The following activities are designed to build your vocabulary mastery, especially in taking orders.

Matching Game

Please draw an arrow to connect the correct English word to the Indonesian word!

English WordIndonesian Word
OrderMemesan
AppetizerHidangan pembuka
Main courseHidangan utama
DessertHidangan penutup
Special requestPermintaan khusus
Gluten-freeBebas gluten
Nut allergyAlergi kacang
SubstitutePengganti
On the sideDi samping/terpisah
Medium rareSetengah matang
Well doneMatang sekali
PortionPorsi
A la cartePilihan menu terpisah
Combo mealPaket makanan
BeverageMinuman

Listening and Pronouncing Practice

Play the audio of the following words by scanning the QR Code. Then, practice pronouncing them correctly as you heard from the audio.

Menu Items and Order-Related Terms

  1. Order /ˈɔːrdər/
  2. Appetizer /ˈæpɪtaɪzər/
  3. Main course /meɪn kɔːrs/
  4. Dessert /dɪˈzɜːrt/
  5. Beverage /ˈbevərɪdʒ/
  6. Special request /ˈspeʃl rɪˈkwest/
  7. Gluten-free /ˈɡluːtn friː/
  8. Nut allergy /nʌt ˈælərdʒi/
  9. Substitute /ˈsʌbstɪtuːt/
  10. On the side /ɒn ðə saɪd/

Cooking Preferences

  1. Medium rare /ˈmiːdiəm reə(r)/
  2. Well done /wel dʌn/

Portion Sizes

  1. Portion /ˈpɔːrʃn/
  2. Combo meal /ˈkɒmbəʊ miːl/
  3. A la carte /ˌɑː lə ˈkɑːrt/

B. Procedure in Taking Orders

ProcedureLanguage Function
Greeting the guest.– Polite greeting (e.g., “Good evening! Welcome to our dining room.”)
– Offering help (e.g., “May I take your order?”)
Listening to the guest’s order.– Asking questions to clarify (e.g., “How would you like your steak cooked?”)
– Confirming preferences (e.g., “Would you like fries or a salad on the side?”)
Handling special requests.– Responding to dietary needs (e.g., “We can prepare that gluten-free for you.”)
– Expressing accommodation (e.g., “I’ll inform the kitchen of your nut allergy.”)
Upselling and making suggestions.– Recommending additional items (e.g., “Would you like to add a glass of wine?”)
– Highlighting special offers (e.g., “Our chocolate lava cake is perfect for dessert.”)
Confirming the order.– Repeating the guest’s order (e.g., “Let me confirm: one grilled salmon and sparkling water.”)
Concluding the interaction.– Polite expressions (e.g., “Thank you for your order! Enjoy your meal.”)
– Offering further assistance (e.g., “Please let me know if you need anything else.”)

C. Manner

In taking orders in F&B services, especially on a cruise line, it is essential to maintain proper etiquette and professionalism. The following are rules of manners for taking orders:

RULES OF MANNERS

  1. Greet the Guests Warmly
    1. Always greet guests with a friendly tone and a smile, such as “Good evening! Welcome to our dining room.”
    1. Make eye contact to show attentiveness and professionalism.
  2. Speak Clearly and Politely
    1. Use clear and concise language when describing dishes and taking orders.
    1. Avoid rushing or using overly complex terms that may confuse the guests.
  3. Be Attentive to Guest Preferences
    1. Listen carefully to the guest’s preferences and special requests without interrupting them.
    1. Acknowledge their needs with phrases like, “I’ll make sure the kitchen is aware of that.”
  4. Confirm the Order Accurately

Repeat the order back to the guest to ensure all items are correct (e.g., “Let me confirm your order: one grilled salmon with steamed vegetables on the side.”).

  • Be Courteous When Handling Special Requests
    • If a guest has dietary restrictions, reassure them with phrases like, “We can prepare that gluten-free for you.”
    • Offer thoughtful solutions for unavailable items or modifications.
  • Suggest Additional Items Thoughtfully

Politely recommend complementary dishes or beverages without being pushy (e.g., “This dish pairs wonderfully with our house red wine.”).

  • Maintain Professional Body Language
    • Stand straight and avoid crossing your arms while interacting with guests.
    • Nod occasionally to show you are engaged in the conversation.
  • Handle Complaints Gracefully
    • If a guest expresses dissatisfaction, respond calmly and professionally with phrases like, “I’m sorry to hear that. Let me fix this for you immediately.”
  • Respect Guests’ Time
    • Allow guests to take their time when deciding their order, using phrases like, “Take your time, I’ll be here when you’re ready.”
    • If the kitchen is busy, inform the guest politely about the waiting time.
  • Express Gratitude

Thank the guest after taking their order, such as, “Thank you for your order! Your meal will be ready shortly.”

Taking Orders: Key Points

  1. Welcoming the Guest

Always start the interaction with a polite greeting and offer to assist:
“Good evening! May I take your order?”

  • Confirming Dietary Preferences

Politely ask about dietary needs or restrictions:
“Do you have any dietary restrictions or allergies I should be aware of?”

  • Handling Modifications

If a guest requests a substitution, confirm it professionally:
“We can substitute the mashed potatoes with a side salad. Will that work for you?”

  • Repeating the Order

Before concluding, repeat the order to avoid any confusion:
“Let me confirm your order: one grilled salmon, a side of fries, and sparkling water.”

  • Ending on a Positive Note

Close the interaction with a positive statement:
“Thank you! Enjoy your meal. Please let me know if you need anything else.”

D. Samples of Conversation

A group of people with speech bubbles Description automatically generatedAudio is available for each of the following conversations. Please listen to the audio and practice them with your partner!

Sample 1: Guest Ordering a Steak Dinner

Situation   : A guest places an order for dinner and requests a specific preparation for their steak.

Waiter      : Good evening, welcome to our dining room! May I take your order?

Guest        : Good evening. I’d like the sirloin steak, please.

Waiter      : Certainly. How would you like your steak cooked?

Guest        : Medium rare, please.

Waiter      : Perfect. Would you like a side dish with that? We have mashed potatoes, fries, or a side salad.

Guest        : I’ll take the mashed potatoes.

Waiter      : Excellent choice! Would you like a drink to go with your meal?

Guest        : Yes, I’ll have a glass of red wine.

Waiter      : Great! I’ll have your order ready shortly. Enjoy your evening!

Sample 2: Guest Asking About Dietary Restrictions

Situation   : A guest inquires about gluten-free options before placing their order.

Waiter      : Good afternoon! What can I get for you today?

Guest        : Hi, do you have anything gluten-free on the menu?

Waiter      : Absolutely! Our grilled salmon with steamed vegetables is gluten-free.

Guest        : That sounds great. I’ll have that.

Waiter      : Would you like any sauce with it? We have a lemon butter sauce that’s also gluten-free.

Guest        : Sure, I’ll try that. Thanks!

Waiter      : My pleasure. Can I get you anything to drink?

Guest        : Just sparkling water, please.

Waiter      : Coming right up!

Sample 3: Guest Ordering Dessert

Situation   : A guest places an order for dessert after their meal.

Waiter      : I hope you enjoyed your meal! Would you like to see the dessert menu?

Guest        : Yes, please. What do you recommend?

Waiter      : Our chocolate lava cake is a guest favorite. It’s rich, creamy, and served with a scoop of vanilla ice cream.

Guest        : That sounds amazing. I’ll have that.

Waiter      : Excellent choice! Would you like coffee or tea with your dessert?

Guest        : A cup of cappuccino, please.

Waiter      : Perfect. I’ll bring your dessert and coffee shortly. Thank you!

Activity Questions

Read the questions carefully and write your best answer:

  1. What type of steak did the guest order in Sample 1?
  2. What dietary restriction does the guest mention in Sample 2?
  3. What drink does the guest pair with their dessert in Sample 3?
  4. How does the waiter ensure the meal is gluten-free in Sample 2?
  5. What side dish does the guest choose with their steak in Sample 1?

E. Check Your Understanding

A clipboard with a task list Description automatically generatedPlease do the following exercises to confirm your understanding. When you have difficulties, please ask your teacher.

Create Your Conversation

Please create a conversation based on the following situations:

  1. Situation 1:
    Mr. Alex Johnson wants to order a medium-rare steak for dinner. He would like mashed potatoes on the side and a glass of house red wine.
  2. Situation 2:
    Ms. Olivia Brown is vegetarian. She asks about vegetarian options on the menu and decides to order a grilled vegetable platter. She also requests sparkling water.
  3. Situation 3:
    Mr. David Parker has a nut allergy. He orders a vegan stir-fry and asks if it is safe for him to eat. He would also like a tropical mocktail to go with his meal.

F. Summary

A pen and paper with a black background Description automatically generatedIn this chapter, we have studied the following language functions and expressions for taking orders:

Language FunctionsLanguage Expressions
Greeting“Good evening, welcome to our dining room!”
“Good afternoon, how may I assist you?”
Offering help“May I take your order?”
“What can I get for you today?”
Asking for preferences“How would you like your steak cooked?”
“Would you like fries or mashed potatoes as a side?”
Handling special requests“We can prepare that gluten-free for you.”
“I’ll inform the kitchen of your nut allergy.”
Upselling“Would you like to try our house red wine?”
“Our chocolate lava cake is a guest favorite!”
Confirming orders“Let me confirm your order: one grilled salmon and a side salad.”
“I’ll repeat your order to make sure it’s correct.”
Closing the interaction“Thank you for your order! Enjoy your meal.”
“Please let me know if there’s anything else I can assist you with.”
Expressing gratitude“Thank you for choosing our dining services!”
“We appreciate your order and look forward to serving you!”