《現(xiàn)代酒店服務英語》Chapter7 餐廳服務

清華大學出版社現(xiàn)代酒店服務英語ServiceEnglishinModernHotelChapterSevenRestaurantService餐廳服務

ServicePosition服務崗位Restaurantisresponsibleforallthefoodandbeveragethatarepreparedandservedinthehotel.

beverage（n.）飲料reservationclerk預訂員restaurantreceptionist迎賓員waiter,waitress服務員，侍應生taketheorder點菜dispute（n.）爭論payment（n.）支付feature（n.）特色，特點etiquette（n.）禮儀KeyWordsandExpressionsSkillsandAttainments服務技能與素養(yǎng)UnitFifteenTableReservation單元15餐廳預訂

ProcedureofService服務流程Answerthephonefromtheguest.Checkwhetherreservationisaccepted.Askfortheguest’sindividualinformation.Confirmreservation.Greettheguest.

ServiceConversation29ReservingaTableonValentine’sDay

PracticeAnswerthequestionsaccordingtotheserviceconversation.1.Whenwilltheguestcometotherestaurant?2.Whatkindoftabledoestheguestreserve?3.Whatshouldtheclerkdoafterreceivingtheguest’sinformation?

ServiceConversation30BookaTablebytheWindow

Practice1.Howmanypeoplewillgototherestaurant?2.Whatspecialdemanddoestheguesthave?3.Doestheclerkguaranteetheguest’sspecialdemand?Why?Answerthequestionsaccordingtotheserviceconversation.

Valentine’sDay情人節(jié)privateroom包間peaktime高峰期KeyWordsandExpressions

Whentheguestmakesareservation，weshouldaskfortheguest’sbasicinformationsuchasname，roomnumberexpectednumberofpersons，dinnertimeandtelephonenumber，etc.Whentheguestmakesapartyreservation，weshouldaskofthebanquetmenu，budget，seatingrequest，specialdemandandtermsofpaymentbesidestheguest’sbasicinformation.PointsofServicePerformance服務演練要點

PerformanceforService模擬演練TaskA

GuestCardGuestName:TommyJonesArrivalDate：August15TabletypeRequired:tableof4peoplePersons:acoupleandtheirchildWayofreservation:telephoneSpecialrequest:abirthdaycakeforthechildTelephonenumber:159****9026Performaconversationaboutrestaurantreservationaccordingtothefollowingcards.

PerformanceforService模擬演練ReservationClerkCardGuestnameArrivaldateTabletyperequiredPersonsWayofreservationSpecialrequestTelephonenumberExpressthewishes

PerformanceforService模擬演練TaskBMr.WilliamsofABCCompanywantstobooktwentytables,totally200personsatRainbowRestaurantonFriday,June1from7to10p.m.Hiscompanywillholdaneveningpartyatthattime.Discusswithpartnersaboutthedetailsofthereservationandtrytofillintheformbelowaccordingtotheaboveinformation.UnitSixteenGreetingtheGuests單元16餐廳迎客服務

ProcedureofService服務流程Welcometheguest.Askwhetherthereisareservation.Ifthereisareservation,directtheguesttothetable.Ifthereisnoreservation,askforthenumberoftheguestsandthendirectthemtoatable.Ifthereisnovacanttable,apologizetotheguestandtellhimthathehastowaitamoment.

ServiceConversation31ArrangingOneTablefortheNon-reservedGuest

Practice1.Whatkindofthetabledoestheguestrequire?2.Whatshouldwedowhentheguesthasnoreservation?Answerthequestionsaccordingtotheserviceconversation.

ServiceConversation32ArrangingOneTablefortheReservedGuest

Practice1.Whatisthenameoftheguest?2.Whatshouldwedowhentheguesthasareservation?Answerthequestionsaccordingtotheserviceconversation.

Whendirectingtheguest,thereceptionistshouldasktheguestwhetherthereisreservationandthenumberofpersonsfirstly.Whenthereisnovacancy，weshouldasktheguestinEnglish:“Wouldyoumindsharingatablewithothers?”Whenthereisnovacancyandwehavetokeeptheguestwaiting.Wecansay:“I’mafraidallourtablesaretaken.”or“Wouldyoumindwaiting?”PointsofServicePerformance服務演練要點

PerformanceforService模擬演練TaskAGuestCardGuestname:MikeLeePersons:2(Onewillcomelater)Reservation:noTablerequest:atablebythewindowfacingthesun-setSpecialdemand:playingtheviolinduringthedinnerPerformanceinpairsaboutgreetingtheguestaccordingtothefollowingtwocards.

PerformanceforService模擬演練RestaurantClerkCardGreettheguestandaskwhetherthereisareservationNameoftheguestNumberofpersonsAskwhetherthereisspecialtablerequestShowthewaytothetableAskwhetherthereisanyotherspecialdemand

PerformanceforService模擬演練TaskBMr.JohnsoncomestotheBeijingSnacksRestaurantintheevening.Butthereisnovacancyatthattime.Ahostesshimtoshareatablewithothers.Performaconversationinpairsaccordingtotheaboveinformation.UnitSeventeenTakingOrders單元17點菜服務

ProcedureofService服務流程Showthemenutotheguest（afewminuteslater）.Taketheguest’sorder.Introducefoodandbeverage.Confirmtheorder.

ServiceConversation33CanYouRecommendSomeChineseFood

Practice1.Whatdoesthewaitressrecommendtotheguest？2.HowdoestheCabbageinOysterSaucetastelike?3.Doestheguestwantaknifeandfork?Answerthequestionsaccordingtotheserviceconversation.

ServiceConversation34TheChineseCuisineisDividedintoEightStyles

PracticeAnswerthequestionsaccordingtotheserviceconversation.1.WhatdoesthewaitressintroducetotheguestabouttheChinesefood？2.Whichcuisinetastesspicyandhot?3.Wouldtheguestlikethebeertobeservedfirstorwiththedishes?

cuisine（n.）烹飪方法、菜系Cantonese（adj.）廣東的light（adj.）清淡的spicyandhot（adj.）辛辣的KeyWordsandExpressions

1.CabbageinOysterSauce蠔油生菜2.CornSoupwithMincedChicken雞茸玉米湯3.KongpaoChicken宮保雞丁4.BroccoliwithCrabmeatsauce蟹粉椰菜Note:

Tabled’hoteisusedinthewesternrestauranttoindicateamenuwheremulti-coursemealswithlimitedchoicesarechargedatafixedpriceAlacartemayrefertoamenuofitemspricedandorderedseparatelyratherthanselectedfromalistofpresetmulti-coursemealsatfixedprices.PointsofServicePerformance服務演練要點

PerformanceforService模擬演練TaskAGuestCardWanttoknowtheChinesehot-potChooseSichuan-stylehot-potDrinks:coldbeerSpecialdemand:nottoospicyandhotMr.HooverandhisfamilywanttotryChinesehot-pot.Awaitressintroducesthreekindsofhot-pottothem.Performinpairsabouttakingtheorderaccordingtothefollowingtwocards.

PerformanceforService模擬演練WaiterCardIntroducethreestylesofhot-pot:Mutton-style:tastesmild,themainingredientsareprimemutton,beancurd(豆腐),sesamepancakes(芝麻燒餅)andChinesecabbages.Sichuan-style:tastesveryspicyandhot;themainingredientsincludechickenbreast(雞胸),beeftripe(牛肚),gooseintestines(鵝腸)andmushrooms(蘑菇).Cantonese-style:tastessweeterandfeaturestheseafoodingredients,suchasfreshshrimps(蝦),scallops(扇貝),crabmeat(蟹肉)andsquid(魷魚).AskwhichonetochooseDrinksTheguest’sspecialdemand

PerformanceforService模擬演練TaskBMr.TomSmithandhisgirlfriendMaryaresittinginaChineserestaurant.TheywanttotrysomeChinesebreakfastbuttheydon’tknowhowtochoose.ThewaiterZhangMingintroducessomeBeijingspecialtiestothemandrecommendseighttreasureporridge(八寶粥)andspringpancake(春餅).Theguestsagreewithhimandordersaltedorpickledvegetables(榨菜)withtheporridge.UnitEighteenServiceduringtheMeal單元18上菜服務與席間服務

ProcedureofService服務流程Servethedishesanddrinksonebyone.Takeemptyplatesaway.Cleanthetableforguests.Changetheplatesfortheguests.Servethefruitsanddesserts.

ServiceConversation35ServingtheGuestduringtheMeal

Ifmakingmistakeswhenservingthedinger，weshouldmakeanapologytotheguestimmediatelyandfindpracticablesolutions.PointsofServicePerformance服務演練要點

PerformanceforService模擬演練Performaconversationinpairsaccordingtothefollowinginformation.MikeandCarolarehavingdinneratarestaurant.AwaitressLilyisservingthem.Afterthedinner，MikewantstogiveLilysomemoneyastips，butLilyrefusesitandexplainsthatthereistheregulationnottoaccepttipsoftheguest.TaskUnitNineteenSettingAccounts單元19結(jié)賬

ProcedureofService服務流程Asktheguestswhetherthereisanythingelsetoneed.Givethegueststhebill.Answerquestionsorexplainuncertaintyaboutthebill.Askthegueststhewayofpayment.Givethegueststhereceiptandmealvoucherifpossible.Thanktheguestsforcoming.

ServiceConversation36IForgottoBringMyWalletwithMe

PracticeAnswerthequestionsaccordingtotheserviceconversation.1.Howdoestheguestpaythebill?2.Whatisthe20yuanforinthebill?3.Howmanywayscanbeusedaspaymentfortheguest?4.Whatdoesthewaitressservewhentheguestiswaitingforhisbill?

ServiceConversation37DoYouAcceptCreditCard

PracticeAnswerthequestionsaccordingtotheserviceconversation.1.WhatdoesLindaorderbeforeshepaysthebill？2.HowmuchisthebillinRMBandUSdollars?3.Whatshouldthewaiterdowhentheguestwantstopaythebillwithcreditcard?

creditcard信用卡cash（n.）現(xiàn)金MasterCard（n.）萬事達卡（信用卡的一種）cashier（n.）付款臺servicecharge（n.）服務費dumpling（n.）餃子pack（v.）打包kilo（n.）千克VisaCard維薩信用卡（信用卡的一種）print（n.）信用卡對賬單KeyWordsandExpressions

Whencheckingthebill，thewaitershouldasktheguestthewayofpayingbill，forexample