酒店餐飲英語培訓(xùn)(中英文)

1、Food & Beverage Courtesy Standards Generic Sentences in EnglishList of Contents目錄表 1RECEIVING RESERVATIONS接受預(yù)訂2GREETING THE GUEST問候招呼客人3ASKING THE GUEST TO WAIT請(qǐng)求客人等候4THE TABLE IS UNSUITABLE餐臺(tái)不適宜5A RESERVED TABLE HAS BEEN GIVEN AWAY訂好的臺(tái)給別人用了6PRESENTING THE MENU遞送餐單餐牌7TAKING THE GUEST ORDERSPECIFIC I

2、TEMS為客人寫單特別工程8SPECIAL DIETARY NEEDS對(duì)食物的特殊要求9A DISH/ ITEM IS UNAVAILABLE無法提供某種食物食品 菜肴10RECOMMENDING DISHES向客人推介某種食物菜肴11RECOMMENDING DRINKS向客人推介飲品12GIVING CONTINUAL ATTENTION給予持續(xù)的關(guān)心13INTERRUPTING THE GUEST打斷客人14OOPS ! - SPILLAGE糟糕！弄灑了15HANDLING COMPLAINTS打理投訴16OFFERING DESSERTS主動(dòng)推介甜品17THE HELPING IS T

3、OO SMALL份量太少了18THE WRONG MEAL!出錯(cuò)餐了！19PRESENTING THE BILL送上帳單20THE BILL IS ADDED UP WRONG帳單加錯(cuò)了21THE GUEST WAS NOT SATISFIED WITH THE MEAL客人對(duì)所用的餐不滿意22THE GUEST WAS SATISFIED WITH THE MEAL客人對(duì)所用的餐感到滿意23FAREWELLING THE GUEST與客人道別RECEIVING RESERVATIONS接受預(yù)訂Good morning/ good afternoon/ good evening, (+ res

4、taurant name), (+your name) speaking, may I help you?早上好下午好晚上好您好，餐廳名，我是某某，有什么我可以幫到您的嗎？Would you like to reserve a table?您想訂位是嗎？For how many persons would you like to reserve the table?請(qǐng)問您是幾位過來呢？May I know how many persons are coming?請(qǐng)問您是訂幾位的臺(tái)呢？May I know under whose name should I take the reservatio

5、n?請(qǐng)問訂臺(tái)用貴姓訂呢？May I have your name please, Sir/ Madam?先生小姐，請(qǐng)問您貴姓？May I have the spelling please?請(qǐng)問是哪個(gè)姓氏呢？What time would you like to arrive, Mr./ Ms/ Mrs.?某先生小姐，請(qǐng)問您什么時(shí)間到過來呢？What time is it, Mr./ Ms/Mrs.?某先生小姐，請(qǐng)問是幾點(diǎn)要呢？I am sorry, Mr./ Ms/ Mrs., the restaurant closes at .(+time). Would it be possible fo

6、r you to arrive at. (+time)?對(duì)不起，某先生小姐，我們餐廳時(shí)間關(guān)門。請(qǐng)問您可不可以時(shí)間到過來呢？Do you have any special request for the location?您對(duì)餐臺(tái)位置有什么特殊要求嗎？Would you prefer smoking area or non smoking area?您喜歡吸煙區(qū)還是非吸煙區(qū)？May I have your contact telephone number? In case there is any change, I can inform you immediately.可以告訴我您的聯(lián)系 嗎？

7、假設(shè)有什么變動(dòng)我可以即刻通知您。.May I repeat the reservation?我復(fù)述一遍好嗎？Thank your for choosing us, we are expecting to serve you at .(+time).謝謝您訂位，我們時(shí)間恭候您的到來。Im terribly sorry, Sir/ Madam, the restaurant is fully booked this morning/ afternoon/evening.真是不好意思，先生小姐，我們餐廳今天上午下午晚上全訂滿了。Would you mind to try another one of

8、 our restaurant, or book for another day?您介不介意訂我們酒店另外的餐廳或另定一個(gè)時(shí)間過來呢？Remember:Use guest name once you get it to make the interaction as personal as possible to build rapport at the very beginning.Get as many details as possible to anticipate guest needs.一旦你得知對(duì)方姓氏，即刻用姓名稱呼客人，好從一開始就把效勞私人化，同客人建立良好的關(guān)系。盡量獲取

9、細(xì)節(jié)以便預(yù)知客人需求。Never rely on your own memory, write down all details and repeat to ensure you received the right information.千萬不要單憑腦子記憶，將所有細(xì)節(jié)寫下來并復(fù)述一遍，以確保你所接收到的信息的準(zhǔn)確性。GREETING THE GUEST問候客人Good morning / good afternoon / good evening, Sir/ Madam, welcome to .(+ restaurant name). 您好早上好下午好晚上好，某先生小姐，歡送光臨餐廳名

10、。Good morning / good afternoon / good evening, Mr./ Ms./ Mrs.(+guest name), how nice to see you again. How may I help you?您好早上好下午好晚上好，某先生小姐，很快樂又見到您了。有什么我能效勞的嗎？Do you have a reservation, Sir/ Madam? (.) No problem, we have a table available. A table for how many person?先生小姐，請(qǐng)問您有訂位嗎？如客人說沒有沒問題，我們正好有臺(tái)給您

11、。Is anyone with you?請(qǐng)問您幾位？請(qǐng)問還有客人跟您一起嗎？Is anyone joining you, Sir/ Madam?先生小姐，請(qǐng)問您待會(huì)兒還有客人到嗎？Would you like smoking or non-smoking area?請(qǐng)問您喜歡吸煙區(qū)還是非吸煙區(qū)？Do you prefer any special location, Sir/ Madam?先生小姐，您有什么特別喜歡的位置嗎？This way please / Please follow me. I shall show you to your table. Please be seated. Y

12、our waiter/waitress shall be with you shortly. 這邊請(qǐng)/請(qǐng)跟我來。讓我為您領(lǐng)位。請(qǐng)先坐下，這張臺(tái)的效勞員很快就會(huì)來為您效勞。Remember:Have a big smile whilst greeting the guest to show the real welcome and courtesy of our hotel !在問候客人時(shí)，應(yīng)面帶燦爛微笑，以顯示我們酒店是真心歡送及禮待顧客!ASKING THE GUEST TO WAIT請(qǐng)求客人等候Good morning / good afternoon / good evening, Si

13、r/ Madam. Welcome to our (+ restaurant name). 您好早上好下午好晚上好，某先生小姐，歡送光臨餐廳名。 Im awfully sorry, we are full at this moment. Would you care for a moment? I will seat you as soon as a table available.實(shí)在抱歉，我們餐廳這會(huì)兒已經(jīng)滿了。您介不介意等一會(huì)兒？一有空臺(tái)我就為您安排。Im terribly sorry, Sir/ Madam, we do not have any free table now. We

14、are rather full at this moment. Would you care to wait? We shall do our best to accommodate you in the next . (+ time) minutes.我十分抱歉，先生小姐，這會(huì)兒餐廳全滿了 。您介不介意等候？我們盡量給您安排，大概需要時(shí)間分鐘左右。Im terribly sorry, Sir/ Madam, but we do not have a table free now. It will be at least.(+time). Would you care to wait? 實(shí)在抱

15、歉，先生小姐，我們這會(huì)兒確實(shí)沒有空臺(tái)?？赡苤辽傩枰壬蠒r(shí)間分鐘。您看您介不介意等一等？Would you care for a drink in the bar whilst you are waiting? I shall call you as soon as possible.您看您是否先到酒吧喝點(diǎn)飲料等一等？一有空臺(tái)我馬上通知您。Excuse me, your table is ready now, Sir/ Madam. Sorry to have kept you waiting. / I do apologize for the delay.先生小姐，您的餐臺(tái)好了，對(duì)不起讓您等了

16、這么久。讓您久等我十分抱歉。Remember:Be extremely polite when doing so. Offer guest options for the place to wait and ask for name and contact ways so that the guest will feel your concern and not feel refused or denied.要求客人等候時(shí)要特別禮貌。要主動(dòng)給客人建議等候地點(diǎn)、詢問客人姓名及聯(lián)絡(luò)方式，以防止讓客人感覺是被拒之門外。THE TABLE IS UNSUITABLE餐臺(tái)不適宜Yes, Sir/ Mad

17、am. Perhaps you prefer that one?好的，先生小姐，您看那張臺(tái)行嗎？Im sorry, Sir/ Madam. We shall move you immediately. Would you care to follow me to another table?對(duì)不起了，先生小姐，我這就替您換臺(tái)。請(qǐng)您跟我到另外一張臺(tái)好嗎？Im terribly sorry, Sir/ Madam, Im afraid this table has been reserved. Would you care to follow me to another table?我很抱歉，先生

18、小姐，這張臺(tái)已經(jīng)被人預(yù)訂了。麻煩您跟我到另外一張臺(tái)好嗎？Which table would you prefer? Perhaps one near the center/ in the quiet corner/ near the window? 請(qǐng)問您喜歡哪張臺(tái)呢？是喜歡靠中間的那張是在安靜角落的那張是靠窗戶的那張嗎？Is that table suitable, Sir/ Madam? 先生小姐，您看那張臺(tái)適宜嗎？Im terribly sorry, Sir/ Madam, Im afraid this table has been reserved. Perhaps that tabl

19、e would be just as suitable?實(shí)在對(duì)不起，先生 小姐，這張臺(tái)確實(shí)已經(jīng)訂出去了。您看那張臺(tái)也還可以吧？Remember:BE EXTREMELY POLITE if YOU want a guest to change the table and DO APOLOGIZE FOR THE INCONVENIENCE. Never let the guest feel they are kicked around.如果是你要求客人換臺(tái)，要特別禮貌且須對(duì)所造成的不便表示歉意。 絕不能讓客人感覺到他們被人踢來踢去。A RESERVED TABLE HAS BEEN GIVEN

20、 AWAY訂好的臺(tái)給別人用了I do apologize for that, Sir/ Madam, but we do not have a table available for this moment/ today because of last minute changes. Would you care to wait? I will accommodate you first as soon as we have a table free.我給您賠不是我真誠地向您抱歉，先生小姐，因?yàn)榻裉炫R時(shí)有變化，我們這會(huì)兒確實(shí)沒有空臺(tái)了。您看您愿意等一會(huì)兒?jiǎn)?？一有空臺(tái)我第一個(gè)先給您安排。Im a

21、wfully sorry, Sir/ Madam, but we do not have a table free today because of unforeseen reasons. Would you care to try one of our other restaurants?我實(shí)在抱歉，先生小姐，因?yàn)槭孪葲]有料到的原因我們今天確實(shí)沒有空臺(tái)了。您是否愿意試一試我們其它餐廳呢？Im sorry, Sir/ Madam. We do not have a table free at this moment. We are rather full today. Would you ca

22、re to wait?真是不好意思，先生小姐，這會(huì)兒餐廳全滿了，今天生意特別火爆。您介不介意等一會(huì)兒呢？Please accept my sincere apologies.請(qǐng)您接受我真誠的歉意。I do apologize for the inconvenience.真是不好意思，給您添麻煩了。Remember:Do say sorry to the guest and ask your manager for help if necessary. Either the guest decides to wait or wants to cancel the booking, accept

23、the guest request and DO apologize for the inconvenience.一定要表示抱歉。必要的話，向你的經(jīng)理求助。不管客人選擇等候，還是選擇取消預(yù)訂，都必須接受客人的要求，并對(duì)給客人造成的不便表示誠摯的歉意。PRESENTING THE MENU遞送餐單餐牌Good morning/ good afternoon/ good evening, Sir/ Madam. I am your waiter/ waitress. May I present you our menu?您好早上好下午好晚上好，先生小姐，我是這桌的效勞員，請(qǐng)問我可以把餐牌拿給您看了

24、嗎？Excuse me, Sir/ Madam. I am your waiter/ waitress. Shall I present you our menu or would you like to have buffet today?對(duì)不起打攪，先生小姐。我是這桌的效勞員。請(qǐng)問我現(xiàn)在給您看餐牌好呢，還是您今天愿意用自助餐？Here is the menu, Sir/ Madam. Would you care for anything to drink while you decide?先生小姐，這是您的餐牌。請(qǐng)問您要不要在點(diǎn)餐前先喝點(diǎn)什么飲料？Remember:“Ladys Firs

25、t or the most important guest is first.記?。号?jī)?yōu)先或貴賓優(yōu)先。TAKING THE GUEST ORDER為客人寫單Excuse me, Sir/ Madam, may I take your order now?對(duì)不起打攪了，先生小姐，我可以寫單了嗎？Excuse me, are you ready to order, Sir/ Madam?抱歉打攪一下，請(qǐng)問先生小姐，需要點(diǎn)單了嗎？Excuse me, Sir/ Madam, have you decided? May I recommend you something? / If you dont

26、 mind may I recommend (+item)?對(duì)不起，先生小姐，選好菜了嗎？需不需要介不介意我推薦一下？您不介意的話，我能推薦.菜式給您嗎？What would you like to have for the.(appetizer/ soup/ main course/ dessert)?請(qǐng)問您喜歡哪種開胃小吃湯主食甜食呢？SPECIFIC ITEMS特別工程Breakfast:早餐:Would you like your eggs sunny side up?請(qǐng)問您喜歡煎蛋煎單面的還是雙面的？Would you like your bacon crispy?請(qǐng)問您喜歡煙肉煎脆

27、一點(diǎn)嗎？Would you like toast, croissants or rolls?請(qǐng)問您喜歡吐司、牛角包，還是面包卷？Would you like tea or coffee?請(qǐng)問您喜歡咖啡還是茶？Would you like Chinese or English tea?請(qǐng)問您喜歡中國(guó)茶還是英國(guó)茶？What kind of fruit would you like?請(qǐng)問您喜歡哪種水果？Lunch &/ or Dinner:午餐與或晚餐： What sort of appetizer would you like? 請(qǐng)問您喜歡哪種開胃小吃？Would you like to have

28、 soup first? Today we have (+flavor).請(qǐng)問您要不要先來點(diǎn)兒湯呢？我們今天有湯名。Would you like to have the buffet or A la Carte menu?請(qǐng)問您喜歡自助餐還是散點(diǎn)？Would you like some cakes or pastries?請(qǐng)問您愿意來點(diǎn)蛋糕還是點(diǎn)心？Would you like your coffee with or without cream?請(qǐng)問您的咖啡加不加奶？(When refilling coffee etc) Would you like some more?(當(dāng)添加咖啡或某飲料時(shí)

29、，)您再來點(diǎn)兒？再給您加點(diǎn)兒？What sort of side dish would you like?請(qǐng)問您喜歡哪種副食？Would you like anything else, Sir/ Madam?先生小姐，請(qǐng)問還要點(diǎn)什么嗎？May I repeat the order?我重復(fù)一下您點(diǎn)的單好嗎？Very well, Sir/ Madam. Your meal shall take around .(+time) minutes.好的，先生小姐，您點(diǎn)的餐大約時(shí)間分鐘就好。SPECIAL DIETARY NEEDS對(duì)食物的特殊要求Yes, Sir/Madam, we do have a

30、selection of vegetarian dishes.有的，先生小姐，我們有素食餐單供您選擇。Please let me check with the chef is there is any pork or bacon in this dish.請(qǐng)讓我問一下廚師盤子里是否有豬肉或培根.Im afraid we do not have this brand. But I can recommend (+item).不好意思我們沒有這種牌子的，不過我可以向您推薦品牌的。If possible, we shall be pleasant to meet your wish. Ill che

31、ck with the supervisor and chef. 可能的話，我們會(huì)很樂意滿足您的愿望。我去跟主管和廚師查一下。Remember:Check and inform the Chef of special dietary needs, to ensure the guests wishes can be carried out.要知會(huì)并與做菜的廚師核實(shí)，以確?？腿说囊蟮玫綕M足。A DISH / ITEM IS UNAVAILABLE無法提供某種食物食品 菜肴Im terribly sorry, Sir/ Madam, the dish has been just sold out

32、. May I offer you (+item) instead?真是抱歉，先生小姐，某種食物、菜肴或食品剛剛賣完了。我給您另外上食品、食物或菜肴，您看行嗎？Im afraid we dont have any just now。Someone has just got the last order.實(shí)在對(duì)不起，這會(huì)兒某種食物、菜肴或食品確實(shí)沒有了；有人剛剛點(diǎn)了最后一道。Im afraid its not on the menu this evening.不好意思，今晚的餐牌上剛好沒有某種食物、菜肴或食品。Im afraid it must be ordered a day in advan

33、ce. Maybe ()?真是抱歉，某種食物、菜肴或食品是需要提前一天預(yù)訂的。要不，來點(diǎn)?Remember:ALWAYS offer the guest alternative items on the menu. 主動(dòng)向客人推介餐牌上可以選擇的菜肴。Even if you know we never have some items in our F & B outlets, do not say so immediately before the guest. Say: “Let me check with the chef and I will come back to you. 就算你知

34、道我們餐飲部所有的餐廳都不賣某種菜肴，也絕不當(dāng)著客人的面馬上說沒有。應(yīng)該說：“讓我去問問廚師，然后馬上回來告訴您。Make a note on that item and REMEMBER to come back to the guest IN A COUPLE OF MINUTES with one of the above mentioned phrases and make another suggestion.在單上做一個(gè)記號(hào)，別忘了在一兩分鐘之后回來，用上述句型告訴客人，并提供其它選擇。Always consult the sold out board. Knowing your

35、assortment also means being permanently informed of what is available.任何時(shí)候都應(yīng)該知道什么“沽清了。知道什么沒有了自然就知道有什么。RECOMMENDING DISHES向客人推介某種食物菜肴May I suggest our (+item), its very nice. 請(qǐng)?jiān)试S我推薦我們的食物，很不錯(cuò)的。The chefs special today is (+item). 今天的特別菜式是名稱。May I recommend (+item). 請(qǐng)?jiān)试S我推薦食物名稱。If you dont mind, may I re

36、commend (+item)? 不介意的話，我斗膽向您推介食物。May I recommend (+Chinese dish)? It is a traditional Beijing/ Canton/ Sichuan dish and very delicious. 請(qǐng)?jiān)试S我向您推薦中式菜肴，是傳統(tǒng)的北京菜式四川菜式廣東菜式呢，很美味的。The (+item) is particularly good tonight. Would you like to try? 今晚的食物或菜肴特別好。您要不要試試？Remember:Every guest has a right to recommen

37、dations. 每個(gè)客人都有權(quán)得到推介。It is the duty of every waiter to know the items on the menu. 清楚了解餐牌上的每一項(xiàng)為哪一項(xiàng)每個(gè)效勞員的職責(zé)。If you do not know, ask your supervisor. 假設(shè)你不清楚，去請(qǐng)教你的上司。RECOMMENDING DRINKS向客人推介飲品Would you care for something to drink before your meal? 請(qǐng)問餐前您要喝點(diǎn)兒什么嗎？Would you like to see the drink / wine lis

38、t? 請(qǐng)問您要不要看一下酒水牌？May I suggest (+wine) with your meal. It goes well with it. 我可以向您推薦葡萄酒名供您佐餐嗎？這種酒配您點(diǎn)的餐正好。I suggest (+drink) if you would like something refreshing. 如果您喜歡喝點(diǎn)提神的，我建議您喝酒水名。Would you care for a liquor or brandy? 您喜歡白酒還是白蘭地？Would you care for a liquor coffee? 請(qǐng)問您要不要來一杯酒味兒的咖啡？Remember:Offeri

39、ng guests drinks before their meal will show attentiveness and increase sales. Extra sales mean extra profit.主動(dòng)向客人推介餐前飲料既可以表現(xiàn)我們對(duì)客人的關(guān)儲(chǔ)，又可以促進(jìn)酒水銷售。額外的銷售就是額外的利潤(rùn)。Offering Wine主動(dòng)推介葡萄酒Here is the wine list, Sir/ Madam. 先生小姐，這是我們的酒水單。What kind of wine do you prefer? 您喜歡哪種酒呢？What kind of wine do you prefer?

40、May I recommend (+ item). 您比擬喜歡哪類酒呢？我可不可以向您推薦酒水名？We have a special drinks/wine promotion this evening, may I suggest (+item)? 今晚我們正好有特別飲品酒類推廣活動(dòng)。我能向您介紹酒水名嗎？Would you like some more wine, Sir/ Madam? 先生小姐，您要不要再來點(diǎn)兒酒？We have an excellent (+drink/ wine) which I can recommend. 我向您推薦我們品質(zhì)最好的酒水名。GIVING CONTI

41、NUAL ATTENTION給予持續(xù)的關(guān)心Is everything to your satisfaction? 每一樣都還稱您的心吧？Is everything all right with your meal? 您這一餐每一樣都還滿意吧？Would you care for another drink? 您要不要再來一杯飲料？Would you like to have another drink? 您要不要再來一杯別的飲料？Would you like any more water? 要不要再給您加點(diǎn)兒水？Can I bring you anything else? 需要我再 給您加點(diǎn)別

42、的嗎？Remember:Check that the guest has everything they need i. e. ashtray, salt & pepper, sugar, toothpick, etc.If the guest has everything, this will make your work more efficient and satisfy the guest.檢查客人是否有了每樣?xùn)|西，例如：煙缸、鹽、胡椒，糖、牙簽等等。只有當(dāng)客人有了每樣?xùn)|西，你工作起來才更有效率，客人也會(huì)更滿意。INTERRUPTING THE GUEST打斷客人Excuse me f

43、or interrupting. 對(duì)不起打攪一下。May I take up a few moments of your time? 能占用您一會(huì)兒時(shí)間嗎？May I speak to you for a moment, Sir/ Madam? 我可以跟您說幾句話嗎，先生小姐？Will there be anything else, Sir/ Madam? 還有什么別的需要嗎，先生小姐？Excuse me, Sir/ Madam, but Im being called away. 對(duì)不起，先生小姐，那邊叫我了。Excuse me, may I clear your plate? 對(duì)不起，我可

44、以清理您的盤子了嗎？May I take the glasses away? 我可以把杯子拿走了嗎？May I clear your table now? 我可以清理您的臺(tái)面了嗎？Would you like me to clear your table? 可以讓我為您清理臺(tái)面嗎？Excuse me, Sir/ Madam, may I take the plate away now? 對(duì)不起，先生小姐，我可以把碟子拿走嗎？Excuse me, Sir/ Madam, the buffet table is to be cleared in 15 minutes.Is there anythi

45、ng else you like to have? May I get you anything else?不好意思，先生小姐，自助餐臺(tái)還有十五分鐘就要撤了，您還需要點(diǎn)什么嗎？要不要我再幫您拿點(diǎn)什么過來？OOPS ! - SPILLAGE糟糕！弄灑了Im terribly sorry, such a mishap! I shall fetch the warm water to remove the stain immediately. 真是對(duì)不起，瞧我這弄的！我這就拿溫水來替您把污跡擦掉。Im terribly sorry, Sir/ Madam, I must apologize. 實(shí)在對(duì)

46、不起，先生小姐，我誠意給您抱歉。Is there anything else I can do. 有什么我可以補(bǔ)救的嗎？I do apologize for this unfortunate accident. If you would like us to have the dress cleaned and send it back to you, we will be happy to take care of it. 我真誠地為這件不愉快的意外事件向您抱歉。如果您愿意讓我們把衣服拿去清洗后再送回給您，我會(huì)感到稍微心安一些。I would like to apologize once a

47、gain. 我想再次向您抱歉。Remember:Apologize immediately, assist the guest and offer to have the garment etc. cleaned. 馬上抱歉，協(xié)助客人把飯菜湯水等弄干凈。Depending on the stain, bring warm water and a clean cloth or stain remover. Call your supervisor.根據(jù)污跡情況，拿溫水及干凈的布或污跡去除工具。叫主管來。HANDLING COMPLAINTS打理投訴Im sorry, Sir/ Madam, I

48、did not notice. 對(duì)不起，先生小姐，我剛剛沒有留意到。Im sorry, Sir/ Madam, Ill change it straight away.對(duì)不 起，先生小姐，我馬上就給您換掉。Thank you for bringing this matter to our attention.感謝您讓我們注意到這件事。Im very sorry. Ill call the supervisor/ manager.真是抱歉，我就去叫主管經(jīng)理來。Im sorry the (+item) shall be replaced immediately.不好意思，這物名我馬上就給您換掉。I

49、m sorry, but we are glad you pointed this out to us. 真對(duì)不起，不過很快樂您給我們指出來。Please accept our apologies.請(qǐng)您接受我們的歉意。Im terribly sorry, this is not our usual standard. 真是很對(duì)不起，這不是我們正常的水準(zhǔn)。Im sorry, Sir/ Madam. Im afraid the .(+dish) takes a while to prepare. However, I shall ask the chef. Would you care for a

50、nything else whilst you are waiting? 對(duì)不起，先生小姐。這道菜名煮的時(shí)間可能會(huì)長(zhǎng)一些。不過，我會(huì)去廚房查查看。您看，您要不要一邊等一邊要點(diǎn)別的什么？Im so sorry you have been kept waiting. I shall ask the chef how long it will be. 真對(duì)不起，讓您等了這么久。我去廚房問問看還要多久才好。Im terribly sorry for the delay. I do apologize. 耽誤這么久實(shí)在對(duì)不起。我給您抱歉。Im sorry, Sir/ Madam, what seems

51、to be the trouble? 對(duì)不起，先生小姐，出什么問題了嗎？Excuse me, but could you tell me what the trouble is? 抱歉，您能告訴我哪里有問題嗎？Im awfully sorry, Sir/ Madam. I will call my manager. Would you please excuse me. 我十分抱歉，先生小姐，我叫經(jīng)理過來。請(qǐng)?jiān)徫易唛_一會(huì)兒。Remember:All complaints should be dealt with internally whenever possible.Do not let

52、discussion arise.If the guest is right, the waiter should apologize, take back the dish and inform the manager.只要可能，所有的投訴都應(yīng)在客人離開酒店之前得到妥善處理。不要與客人爭(zhēng)辯。如果客人是對(duì)的，效勞員應(yīng)當(dāng)抱歉，撤回那道菜并通知經(jīng)理。The guest must be satisfied at all times.Inform the supervisor/ manager immediately of any complaints, so that it can be remed

53、ied.任何時(shí)候客人都必須得到滿足。所有投訴都必須立刻告訴主管或經(jīng)理，以便得到正確的解決。We want guests to be satisfied, so exchange the dish if appropriate.我們要的是讓客人滿意，所以，該換掉那道菜時(shí)就換。If the complaint is justified, then take the dish off the bill altogether.假設(shè)投訴是實(shí)情，將那道菜從帳單上劃掉。Do not necessarily insist on a compensation, as this may appear a chea

54、p way of dismissing the matter.沒必要堅(jiān)持做出補(bǔ)償，以免有用很廉價(jià)的方式來糊弄住問題之嫌。Take down the guests name and address, explaining that the matter will be brought before the management. The manager will write a letter of apology.記下客人的姓名地址，告訴客人你會(huì)把此事報(bào)告給酒店管理層。經(jīng)理要寫書面抱歉信。OFFERING DESSERTS主動(dòng)推介甜品Would you like a dessert now, S

55、ir/ Madam? 先生小姐，需要現(xiàn)在給您上甜品嗎？Would you like to see the dessert menu, Sir/ Madam? 先生小姐，要不要看一下甜品單？Which would you prefer, Sir/Madam, the dessert or the cheese board? 先生小姐，您喜歡甜品呢，還是芝士板？THE HELPING IS TOO SMALL份量太少了Yes, you are right, Im afraid the helping is too small. 是的，您說得對(duì)，我看這份量也確實(shí)是少了點(diǎn)兒。Yes, Sir/ Mad

56、am, I shall call the supervisor. 好的，先生小姐，我去叫主管過來。Thank you for bringing this matter to our attention. 謝謝您讓我們注意到這一點(diǎn)。Yes, Sir/ Madam, we shall replace your meal immediately. 好的，先生小姐，我馬上就去把這道菜給您換了。Normally too small a portion should never be brought to the guest.通常情況下，份量明顯缺乏的菜絕不應(yīng)該上給客人。THE WRONG MEAL!出錯(cuò)

57、餐了！Im awfully sorry, Sir/ Madam. It is not our usual standard.I will change it immediately. 我非常抱歉，先生小姐。這不是我們通常的效勞水準(zhǔn)。我馬上給您換掉。Please accept our apologies. I will see it rectified straight away. 請(qǐng)您接受我們的歉意，我即刻去叫人給您改正過來。Im sorry, Sir/Madam, the (+item) shall be replaced immediately. 對(duì)不起，先生小姐，這道菜名馬上就給您換掉。

58、Im awfully sorry for the mistake, Sir/ Madam. I will personally see it to be changed at once. 先生小姐，出這種錯(cuò)我十分抱歉，我馬上親自去叫人換過來。Im terribly sorry, Sir/ Madam, we shall replace the meal immediately. It will take. (+time) minutes. Would you like something else whilst you are waiting?先生小姐，我實(shí)在是很抱歉，我們馬上替您換掉這道菜。

59、大約需要時(shí)間分鐘就可以做好。在等菜做好之前您看要不要先來點(diǎn)別的？Remember:Personally tell the chef to make the correct meal IMMEDIATELY and report this to your manager or supervisor for further necessary action or let them apologize again at guest departure. DO APOLOGIZE again when serving the correct meal to the guest.馬上親自去告訴廚師即刻做

60、一道正確的菜，并報(bào)告給你的主管或經(jīng)理，以便在必要時(shí)進(jìn)一步采取行動(dòng)，或讓他們?cè)诳腿穗x開時(shí)再次抱歉。在上正確的菜時(shí)，再次向客人抱歉。PRESENTING THE BILL送上帳單Would you like to have the bill? Yes, Sir/Madam, one moment please. 您要埋單是嗎？好的，先生小姐，請(qǐng)您稍等。Here is your bill, Sir/Madam. 先生小姐，您的帳單。How did you like your meal?/ Is everything up to your satisfaction? 你覺得你的膳食怎么樣?/ 每件事都