UNIT 12 ASKING FOR THE BILL, EX 2 Dialogue 1 Guest Can I have the bill, please? Waiter Certainly madam.

Just a moment please. Here you are madam. Guest Thank you. Can I pay by credit card? Waiter We accept_Visa, American Express and MasterCard. Guest Perfect I'll pay by Visa. Waiter Very well madam. Will you sign here, please? Guest Yes, of course. Waiter Here's your bill and your receipt madam. Guest Thank you. Dialogue 2 Guest 1 Could you bring us the bill, please? Waiter Yes, sir. I'll bring it immediately. Guest 2 Can we pay by traveller's cheque? Waiter I'm afraid we don't accept traveller's cheques sir. Guest 2 OK. Can we pay in US dollars? Waiter Yes, sir. I'll ask the cashier to (6) parepare the bill in dollars. Here you are sir. Guest 1 Is service included in the bill? Waiter Yes, sir, it is. Guest 2 Let's leave him a tip anyway John, the service was excellent. Dialogue 3 Guest: How much is it? Bartender One moment sir. I'll prepare the bill. Here you are sir. The bill. Guest Oh, that's a lot of money! Is tax (10) included? Bartender Yes, sir. VAT is automatically charged. Guest I see. Bartender How will you be paying, sir? In cash or by credit card? Guest In cash and keep the change Bartender Thank you, sir

UNIT 12 EXPLAINING THE BILL, EX 1 Pedro Waiter! Jan Can I help you, sir? Pedro Yes. We'd like check the bill. You see, we ordered three table d'hote menus, at 20 each. Three times twenty makes 60. So how does the bill come to 121.61? Jan Let me see sir. I think you ordered three aperitif, wine and two spirits too. Mrs Gracia Isn't this all included in the table d'hote menu? Jan I'm afraid it isn't madam. You see, here it says 'Drinks not included' Pedro But that still doesn't make 121.61. Jan You also have to add the VAT plus the service to the 92 sir. Mr Gracia Do you do family discount? Jan I'm sorry sir? Mr Gracia You see our daughter, Rosa, (4) works here. Jan Rosa? Pedro So, could you tell her her parents and her boyfriend are here, please? Jan Boyfriend? Er ... Mr Gracia Are you OK? Jan Yes, yes. I'll go and tell Rosa. Rosa Mama! Papa! Pedro! All Rosa!

PROCEDURE OF DEAL WITH COMPLAINT, REQUEST + BILL and SAYING GOODBYE 1. First complaints of Guest 2. Deal with complaint 1 3. Second complaints of Guest 4. Deal with complaint 2 5. Ask G to need anything else 6. Request of Guest ( 1 or more) 7. Deal with requests 8. BILL + SAYING GOODBYE (later) 8.1. Prepare the bill for Guest Wait a moment, Ill prepare you bill 8.2 Explaining the bill (if there is a mistake or if necessary)( Look at Page 1 as an example) 8.3 Method of payment How would you like to pay? 8.4. Give the bill for Guest + Return the bill, change for G (if G pay in cash) + or ask G to sign the bill and return the bill, card for G (if G pay by credit card) or anything else - Here is your bill and your change (pay in cash) - Here is your bill, receipt and your credit card ( pay by credit card) 8.5 Saying goodbye + Was everything to yr satisfaction? + Do you have our restaurants card? + We look forward to seeing you TOPIC: Ms Ann Brown is having dinner a Roser Restaurant. She complains about the food ( her beef steak) and the drink (her bottle of red wine) during her meal. And she asks you to bring her more napkin and 1 bottle of mineral water. Besides, when the you bring the bill, she checks and sees that there is a mistake with her bill at Aperitif (she didnt order Martini. She ordered 2 glass of sherry) Table : 6 Her Orders: + Aperitif: 2 glasses of Martini = 9usd + first course: 2 Goat cheese salad = 25usd + Main course: 2 Beef steak = 45 usd + Drink: a half bottle of red wine = 12usd

+ dessert: 2 pieces of Chocolate cake TOTAL Method of payment: IN CASH

= 9usd =