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1、傳播優(yōu)秀word版文檔 ,希望對(duì)您有幫助,可雙擊去除!餐飲服務(wù):為了方便掌握學(xué)習(xí)情境內(nèi)容,我們通過(guò)五個(gè)情境來(lái)學(xué)習(xí)model 1:table reservation 用餐預(yù)訂服務(wù) model 2:receiving the guest in the restaurant 接待客人用餐 model 3:taking orders 點(diǎn)菜model 4serving dishes 上菜 model 5pay the bill 付賬 model 1:table reservation 用餐預(yù)訂服務(wù)技能要點(diǎn)*1. when the guests ask you to reserve(為什么而保留) for
2、 him , you must pay more attention(注意要做某事) to ask him to the table or private room.當(dāng)客人要求你為他訂餐時(shí),要注意詢問(wèn)他是要訂餐臺(tái)還是要包間。*2. ask the guest about the information of the table reservation:從客人那里獲得下列用餐信息:the number of the person就餐人數(shù) table in the lobby or a private room 大堂的餐臺(tái)還是包間the demands for the table or the p
3、rivate room 對(duì)餐臺(tái)還是包間的要求,如靠窗吸煙等需求the time of arrival 賓客到達(dá)的時(shí)間under whose name the reservation is made and contact telephone number or the room number.訂餐者姓名聯(lián)系電話號(hào)碼或房號(hào)。*3. confirm.確認(rèn)。*4. express your expectation to the guests.表達(dá)對(duì)客人的期盼。餐廳常用口語(yǔ)*1. 查看座位just a moment, please. ill check the availability for you
4、.請(qǐng)稍等,我來(lái)為您查查是否有空位。*2. 座位已滿im afraid were fully booked for that time.恐怕那個(gè)時(shí)間餐位已經(jīng)訂滿了。*3. 變更時(shí)間is it possible for you to change the time?您是否可以換個(gè)時(shí)間呢?*4. 座位選擇would you like a table in the lobby or in a private room?您是喜歡大廳的餐臺(tái)還是包間呢?*6. 桌位要求and can i booking a table by the window?您可以為我留一張靠窗的桌位嗎?*7. 詢問(wèn)要求any spe
5、cial requirement?有什么特別要求嗎?*8. 預(yù)訂已滿im afraid that table is reserved for 8 p.m.恐怕那張桌已經(jīng)被預(yù)訂了。 table reservation 餐桌預(yù)訂 場(chǎng)景:mr. smith wants to have the dinner with his friends tonight. so he called the iap to order. 斯密斯先生將在今晚與他的朋友用餐所以他致電給iap做預(yù)定。c=caller打電話詢問(wèn)的客人 w=waiter 服務(wù)生c: hello. is this iap? 你好,請(qǐng)問(wèn)是陶樂(lè)咖啡廳
6、嗎?w: yes. may i help you? 是的,需要我效勞嗎?c: yes, id like to reserve a table for tonight, please. 我想預(yù)定今晚的座位。w: certainly. sir. how many people, please? 好的,請(qǐng)問(wèn)共有幾位? c: six. 六位。w: at what time can we expect(期待) you? 請(qǐng)問(wèn)幾點(diǎn)光臨?c: oh, at 7:00 tonight. 噢,今晚七點(diǎn)。w: would you like a table in the main restaurant or in
7、a private room, sir? 先生,請(qǐng)問(wèn)您想訂大廳還是包房呢?c: the main restaurant will be fine. 大廳的席位就可以了。w: certainly, sir. a table for six at 7 tonight. may i have your name and telephone number, please? 好的,今晚七點(diǎn)鐘,六個(gè)人的餐桌。可以告訴我您的姓名和電話嗎?c: sure. its john smith and my number is 68888888.當(dāng)然可以。我叫約翰.史密斯,電話號(hào)碼是68888888.w: thank
8、 you very much, mr. smith. let me repeat your reservation: you book a table for six at 7 oclock tonight and your phone number is 68888888.am i right?非常感謝您,史密斯先生。請(qǐng)讓我重復(fù)您的預(yù)定:您在今晚七點(diǎn)預(yù)定了六人桌,您的電話號(hào)碼是68888888.是對(duì)的嗎?c:yes, it is是這樣的。w: my name is ivy and we look forward to seeing you.我叫ivy,非常期待您的光臨。c: see you
9、tonight. goodbye. 晚上見(jiàn)。w: goodbye. 再見(jiàn)。 1.1a private room reservation包廂預(yù)訂-中餐廳實(shí)用對(duì)話(practical dialogues)mr. smith will have the dinner with his customers. he called the pp to reserve the private room. 斯密斯先生將和他的客戶用晚餐,他致電給樂(lè)宮預(yù)定一個(gè)包廂。c=customers 顧客 w=waiter 服務(wù)生w: hello! pp. this is miss. sue speaking .can i
10、help you? 您好,樂(lè)宮。 我是sue,有什么可以幫到您?c: may i have a private room for this afternoon? 我想訂個(gè)包房。w: yes. ill arrange that for you. can i have your name, please? 可以,我給您安排。請(qǐng)問(wèn)您的名字是?c: john smith. 約翰 史密斯。w: mr. smith, how many guests? 史密斯先生,有多少客人?c: five. 五位。w: and then, when are you coming? 什么時(shí)候來(lái)就餐呢?c: at 7 ocl
11、ock this afternoon. is it ok? 今天下午7點(diǎn),行吧?w: ok. do you have any special requirements? i mean for vegetarians or something else.可以,您有任何特殊的要求嗎?比如是素食者或其他什么特殊的?c: oh, i see. id like it. my guests are all vegetarians(素食者). 喔,可以,我喜歡。我朋友都吃素食。實(shí)用詞匯和術(shù)語(yǔ)face-to face reservation面對(duì)面預(yù)訂telephone reservation電話預(yù)訂sichu
12、an cuisine四川菜,簡(jiǎn)稱川菜cantonese cuisine廣東菜,簡(jiǎn)稱粵菜food and beverage director餐飲部總監(jiān)chinese restaurant manager中餐廳經(jīng)理banquet manager宴會(huì)部經(jīng)理restaurant supervisor餐廳主管western restaurant manager西餐廳經(jīng)理asst. western restaurant manager西餐廳副經(jīng)理host餐廳男咨客hostess餐廳女咨客waiter男侍應(yīng)生waitress女侍應(yīng)生model 2:receiving the guest in the res
13、taurant 接待客人用餐技能要點(diǎn)*1. ask the guests if they have a reservation or not. if “yes”, lead them to the booked table. if “no”, ask them the number of people, and escort them to choose a table for them. 問(wèn)清有否預(yù)留座位。如果有,領(lǐng)位到預(yù)訂的餐臺(tái);如果沒(méi)有,詢問(wèn)有幾位,然后引領(lǐng)為人挑選合適的餐臺(tái).*2. when the guests are going to seat, arrange them take
14、 their seats as soon as possible. arrange the tea or some drinks immediately(立即).入座時(shí),安排客人盡快就座,并及時(shí)安排茶水或是飲料。 *3. after the guests are seated, give them the menu. 在客人坐定后,才上菜單。常用句子口語(yǔ)*1. 問(wèn)侯客人good evening, sir. welcome to our restaurant. 先生,晚上好,歡迎光臨本餐廳。*2. 祝福用語(yǔ)have a good evening. 祝您有個(gè)愉快的夜晚。*3. 等待用語(yǔ)now wo
15、uld you please take a seat and wait over there? 您先在那邊坐下來(lái)等好嗎?*4. 指導(dǎo)賓客we have a window table reserved for you. 我們?yōu)槟A袅艘粡埓斑叺淖雷印?5. 建議換桌what about the one which is close the window? 有一張靠窗的桌子您覺(jué)得合適嗎?*6. 安排賓客we will arrange the seat you very soon. 我們將盡快安排您入座。*7. 兒童服務(wù)would you like a high chair for your chi
16、ld? 要不要給您的孩子拿一張高椅呢?1.2 receiving the guest with a reservation 接待有預(yù)訂的客人betty has reserved the table. now she and her friend went to the restaurant. the host received them.貝蒂已經(jīng)預(yù)定了座位,現(xiàn)在她和她的朋友來(lái)到了餐廳,咨客迎接了她們。w=waiter c= bettyw: good evening. how are you today? 晚上好。您今天好嗎?c: its ok, thank you. 很好,謝謝你!w: do
17、you have a reservation? 請(qǐng)問(wèn)您有預(yù)定座位嗎?c: yes, we do. a reservation for two under smith. 有,我們訂了兩位。是以史密斯的名字訂的。w: just a moment, please here it is 7:00 p.m. betty smith, two, non-smoking(非吸煙區(qū)).請(qǐng)稍等一下。-有的,在這兒,晚上7:00,貝蒂-史密斯,兩個(gè)人,不抽煙。c: thats us. 是我們,沒(méi)錯(cuò)。w: right this way, please. 這邊請(qǐng)。1.2 receiving the guest wit
18、hout a reservation 接待沒(méi)有預(yù)訂的客人mr. white and his wife went to the restaurant to have the dinner. but they have no reservation. the waiter receiving them and escort them to choose the table that fits them. 懷特夫婦來(lái)到餐廳用餐可是她們沒(méi)有用餐,服務(wù)員接待了她們并且?guī)椭麄冞x擇了合適的座位。w=waiter b=bakew: good evening, sir and madam. welcome t
19、o our restaurant. do you have a reservation? 晚上好,先生、夫人。歡迎到我們酒店。有預(yù)定嗎?b: im afraid i havent. do you have a table for two? 沒(méi)有。 有雙人桌嗎?w: im sorry to say that we dont have any vacant seat at this moment. would you please wait in the lounge for about five minutes? ill seat you if the table is ready.對(duì)不起,目前
20、我們沒(méi)有空的。 請(qǐng)?jiān)谛菹⑹业却蠹s5分鐘好嗎?桌子準(zhǔn)備好了我就安排你們。b: it sounds nice. nancy, lets go to the lounge then. 好吧,南希,我們?nèi)バ菹⑹摇?five minutes later) (5分鐘后)w: i am sorry to have kept you waiting, sir and madam. now we have a table for you. this way, please. 對(duì)不起,讓你們久等了,先生、夫人?,F(xiàn)在為你們準(zhǔn)備了一張桌子,請(qǐng)這邊走好嗎?(客人入座后)w: what kind of drink wou
21、ld you like tonight? 今晚您想喝點(diǎn)什么?b: green tea, please. 請(qǐng)拿杯綠茶吧!w: ill bring them to you right away. 我一會(huì)就拿來(lái)。model 3:taking orders 點(diǎn)菜技能要點(diǎn)*1. the order of the western dishes begins from the host or hostess generally. if the host wants the guests order by themselves, begins from the first guest (by the righ
22、t to the host or hostess). usually, men order for the women. the ladies dont order.西餐點(diǎn)餐的順序一般從主人或者女主人開(kāi)始。如主人示意請(qǐng)賓客分別點(diǎn)菜,則從主賓(主賓一般坐在男主人或女主人的右邊)開(kāi)始。一般男生為女士點(diǎn)菜,女士不直接接受點(diǎn)菜。*2. pay more attention to asking the guest about his demands in detail of the order when you take the order. so the chef can cook by his de
23、mand.(需求)在接受點(diǎn)菜時(shí),必須問(wèn)清客人的需求,以便廚師按客人的口味進(jìn)行烹飪。*3. after ordered the food or beverage, the waiter should read the meal the guest ordered one by one.當(dāng)客人點(diǎn)完食物或飲料后,點(diǎn)菜員要一道一道地報(bào)點(diǎn)他們點(diǎn)的菜。點(diǎn)餐常用句*1. 主動(dòng)服務(wù)shall i make a recommendation? 需要我推薦嗎?*2. 建議顧客how about something to drink? 來(lái)點(diǎn)飲料怎么樣?*3. 續(xù)杯提醒does that come with refi
24、lls? 可以續(xù)杯嗎?*4. 準(zhǔn)備點(diǎn)菜 are you ready to order now, sir? 先生您準(zhǔn)備點(diǎn)菜了嗎?*5. 開(kāi)始點(diǎn)菜id like to try the chicken, please. 我想試試雞肉。*6. 推薦菜肴why not try the xxx? 干嘛不試試xxx?*7. 詢問(wèn)菜單is there a set menu for lunch? 有午餐的套飯菜單嗎?8. 特色菜推薦its the specialties of our restaurant. 這是我們餐廳的特色菜。*9. 時(shí)間說(shuō)明your dish takes ten minutes to pr
25、epare. 您的菜需要十分鐘準(zhǔn)備。*10. 后續(xù)服務(wù)what will you have to follow the soup? 喝完了湯,您要吃什么?*11. 詢問(wèn)客人的口味would you like it rare, medium, or well-done? (點(diǎn)牛排時(shí)) 您喜歡煮得生一點(diǎn)兒,中等程度,還是老一點(diǎn)兒?*12. 表示抱歉im sorry, there are no xxx. 很抱歉,沒(méi)有xxx了。*14. 提供餐類we have both buffet-style and a la carte dishes, which would you prefer?我們有自助式和
26、點(diǎn)菜式,您喜歡哪一種?*15. 今日特色do you have todays chefs dish? 今日有推薦菜嗎?1.3 taking a la cart orders for western food 西餐點(diǎn)菜服務(wù)場(chǎng)景:tom wants to taste western food this evening. he comes to a restaurant to have a western dinner. but he has no reservation.湯姆今晚想吃西餐,他去到餐點(diǎn)準(zhǔn)備用餐可是他沒(méi)有預(yù)定。w=waitress h=hostess j=tom jonesh: goo
27、d evening. welcome to our restaurant. have you made a reservation? 晚上好,歡迎到我們餐廳來(lái),請(qǐng)問(wèn)您有預(yù)訂嗎?j: no, we havent. 沒(méi)有。h: three people? 是三位嗎?j: right. 是的。h: this way, please. how is this table? 這邊請(qǐng)。這個(gè)位置怎么樣?j: its fine. 很好。h: thank you. take your seat, please. 謝謝。請(qǐng)坐。w: good evening. may i take your order now?
28、晚上好,可以點(diǎn)餐了嗎?j: do you have any specialties? 您有什么特色菜推薦嗎?w: yes, you can try our appetizer called smoked, it taste very delicious.是的,您可以嘗試一下我們的頭盤(pán)-熏三文魚(yú),吃起來(lái)很美味。j: for an appetizer(開(kāi)胃菜/頭盤(pán)), smoked salmon. 來(lái)一道開(kāi)胃菜,熏三文魚(yú)。w: do you need order salad? and which dressing you want?您需要點(diǎn)沙拉嗎?配什么醬汁?j: wed like three l
29、arge fruit salads with balsamic and vinaigrette dressing.我們需要三份大的水果沙拉配香脂醋汁和油醋汁。w: what soup would you like? 要什么湯?j: fish soup, french style. 法式魚(yú)湯。w: and, for the main course? 請(qǐng)問(wèn)要什么主菜?j: two t-bone steaks and a rump steak. 兩份t 骨牛排,一份牛腿排。w: how would you like your steak done? 牛排要幾分熟?j: medium- well. 七
30、分熟。w: what kind of sauce would you want? 要哪種醬汁?j: black pepper and mushroom cream sauce.黑椒汁和奶油蘑菇汁。w: would you like some vegetables? 要些蔬菜嗎?j: the curried vegetables. 咖喱蔬菜。w: anything for dessert? 需要甜點(diǎn)嗎?j: strawberry ice cream for all. 每人一份草莓冰激凌。w: anything else? 還需要?jiǎng)e的嗎?j: no, im afraid thats all. 不,
31、已經(jīng)足夠了。cuisine烹飪,烹飪法greasy油膩的heavy難消化的hot刺激的,辣的light清淡的,易消化的present呈上,送上specialist特制品,特產(chǎn)specification規(guī)格,說(shuō)明書(shū)bean菜豆sauce醬汁,調(diào)味汁delicious美味可口的spicy加香料的model 4:serving dishes 上菜*1. after the guests almost have arrived, you can ask them politely: “excuses me, may i serve you?” 客人基本到齊后禮貌詢問(wèn)是否可以上菜“打擾一下,請(qǐng)問(wèn)可以上菜
32、了嗎?”*2. before serving dishes, called the correct names of the dish. “hello, this is , please enjoying!” 上菜品前,清晰正確報(bào)出菜名,“您好,這是,請(qǐng)慢用!” *3. if the guests need divide the dishes, at first, you should ask them: “would you need to divide your dishes?” 如果需要分菜,先詢問(wèn)客人“請(qǐng)問(wèn)是否需要分菜?”*4. after serving the last dish,
33、 you should tell the guests: “this is the complete course.”當(dāng)上最后一道菜時(shí),低聲告訴客人“您好,菜已上齊!”上菜常用句*1. 詢問(wèn)菜肴heres the shelled shrimp. (is it) yours? 這是蝦仁,是您的嗎?*2. 介紹菜肴this one is called xxx. 這菜叫xxx。*3. 顧客催促would you hurry up? 能不能快一點(diǎn)???*4. 詢問(wèn)口感did you enjoy your meal? 這菜吃起來(lái)還和您的胃口嗎?*5. 上湯shall i put the soup in t
34、he middle of the table? 我把湯放在桌子中央,好嗎?*7. 慢慢享用take your time and enjoy it. 您慢慢享用吧。*8. 上菜提醒watch out for the plate. its a little hot. 請(qǐng)小心盤(pán)子,有點(diǎn)燙。*9. 延遲上菜please hold the food; we still have one friend coming. 請(qǐng)稍后上菜,我們還有一個(gè)朋友沒(méi)到。*10. 上菜次序the chinese way is to serve the soup first and then the food; if you
35、like, well bring you the food first. 按中國(guó)的方式,是先上湯再上菜;如果您喜歡,我們可以先上菜再上湯。*11. 表示抱歉im really sorry about that, ill tell the chef to hurry. 真的很抱歉,我會(huì)叫廚師快一點(diǎn)兒。*12. 上菜完畢this is the complete course. there is dessert to follow. 全部的菜已經(jīng)上齊了,接下來(lái)還有點(diǎn)心。1.4 serving the western dinner 西餐服務(wù)mr. xiang and his friends want
36、to have a sirloin steak. they go to a western restaurant to have lunch. 向先生和他的朋友想吃沙朗牛排,他們?nèi)サ揭婚g西餐廳用午餐。w=waiter x=mr. xiangw: good afternoon, sir. welcome to our restaurant. 您好,先生。歡迎你來(lái)到我們餐館。x: good afternoon. 你好。w: may i show you our lunch menu? 您現(xiàn)在要午餐菜單嗎?x: yes, please. 可以。w: here it is. 給您菜單。x: yes,
37、ill have a mixed salad and sirloin steak. which vegetables come with the steak? 好,我要一份混合沙拉、一份沙朗牛排。牛排配有什么蔬菜?w: french fries, carrots and peas. 薯?xiàng)l、胡蘿卜和豌豆。x: thats fine. by the way, id like come beer and a cup of coffee. 不錯(cuò)。順便來(lái)到啤酒和一杯咖啡。w: yes, how would you like your steak, sir?好的,先生,你的牛排怎么做?x: ill hav
38、e it medium rare, please. do you have any salad oil? 三分熟,您有沙拉油嗎?w: certainly. ill bring some to you. 有,我給您拿些來(lái)。x: thanks. 謝謝。 實(shí)用詞匯a knife and fork一副刀叉seafood海味,海鮮fried炸的frozen冰凍的mess tin飯盒rare嫩的local cuisine地方風(fēng)味well-done熟透的tough咬不動(dòng)的model 5:pay the bill 結(jié)賬guest: tom tom: could we have the check, pleas
39、e? 湯姆:請(qǐng)拿帳單來(lái)好嗎? waiter: here is your check rmb86yuan.侍者:給您,一共86元tom: do you accept tuque(支票)? 湯姆:你們收支票嗎? waiter: no, i'm sorry we don't. we accept credit cards and cash or you can pay for room charge.侍者:對(duì)不起,我們不收。我們只收信用卡和現(xiàn)金,您也可以用房費(fèi)來(lái)支付。tom: well, i don't have any cash with me. i have to pay
40、 by credit cards. here it is!湯姆:我沒(méi)帶現(xiàn)金。我必須用信用卡結(jié)帳了,這是我的信用卡。waiter: do you have a password of your card? 您的卡有密碼嗎?(刷卡前先核實(shí)是否為有效的信用卡,有無(wú)客人簽名)tom:yes.有密碼waiter:ok, please input the password. 好的,請(qǐng)您輸一下密碼。(刷卡后雙手將卡還給客人,禮貌的讓客人在pos單上簽名并再次告知刷卡的金額)r:please sign in pos list to confirm.請(qǐng)您在pos單上簽字確認(rèn).tom: oh, please wa
41、it for a minute. i want to go with the food left.湯姆:請(qǐng)稍等一會(huì)。我想把剩下的食物帶走。 waiter: i see. i will bring some to-go boxes for you.侍者:我明白。我會(huì)為您拿一個(gè)打包盒。 tom: thank you.湯姆:謝謝。為方便學(xué)習(xí)將結(jié)賬分為以下三類:1. room charge:入房帳 2.cash 現(xiàn)金 3.crecit card 信用卡waiter: here is your check rmb 970yuan.這是您的賬單,一共是970元人民幣。g: can i pay for room charge?我可以入房帳嗎?w: of course, can i have your room number?當(dāng)然可以,可以告訴我您的房間號(hào)碼嗎?g:my room number is 1818.我的房間號(hào)碼是1818.w:please wait a moment。請(qǐng)您稍等一會(huì)兒。核查后發(fā)現(xiàn)18
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