Guests can only act on what they clearly hear. Clear speech means a steady pace, the right volume and simple words. Polite phrasing, such as 'Would you like...' and 'please', makes requests sound respectful. Avoid staff jargon, the shorthand guests rarely understand.
Why it matters
Many guests are tired, in noisy rooms or speaking a second language. Clear, polite speech prevents wrong orders and repeated questions.
Key ideas
Pace and volume
Slow down for prices, specials and times. In a noisy bar, move closer instead of shouting.
Plain words
Say 'The fish has sold out' instead of kitchen shorthand. Short sentences help guests speaking a second language.
Polite phrasing
One-word questions like 'Name?' or 'Card?' sound rude. 'Could I take a name, please?' does not.
Step by step
- 1
Face the guest and get their attention.
- 2
Speak steadily, one idea per sentence.
- 3
Use simple words, not staff shorthand.
- 4
Pause after prices, times and choices.
- 5
Offer to repeat or explain anything.
Do
- Answer the phone with a greeting, the venue's name and your name.
- Learn to pronounce every dish and drink on your menu.
- Smile on the phone; it warms your voice.
Common mistakes
- Don't mumble or speak with your back turned.
- Don't rattle off long lists of specials.
- Don't shout when a guest has not understood; rephrase.
The situation
In a noisy dining room, a guest at table 2 who speaks some English looks lost after you rush through three specials.
What a professional does
You step closer and go slowly: 'We have three specials. First, grilled chicken. Second, vegetable curry. Third, baked fish.' You point to each on the board, pause, and ask, 'Shall I go through any of them again?'
Useful phrases
“Good afternoon, [venue name], [your name] speaking. How can I help?”
“Could I take a name for the booking, please?”
Pro tip
Record yourself reading the specials once and listen for speed and unclear words.
Quick check
Why avoid asking just 'Name?' during a rush?
Think about it, then show the answer
It sounds abrupt. A full, polite question takes one more second and shows respect.