《現代酒店服務英語》Chapter8 酒吧服務

清華大學出版社現代酒店服務英語ServiceEnglishinModernHotelChapterEightBarService酒吧服務

ServicePosition服務崗位TheBarisacozyplaceinthehotelwhichismainlyresponsibleforsellingalcoholsordrinkswhileprovidingqualityservice.

bar（n.）酒吧mainbar主酒吧lounge（n.）酒廊servicebar服務酒吧banquetbar宴會吧complaint（n.）投訴willingness（n.）樂意sincerity（n.）真誠caterto向……提供KeyWordsandExpressionsSkillsandAttainments服務技能與素養(yǎng)UnitTwentyGeneralServices單元20常規(guī)服務

ProcedureofService服務流程Greettheguestandshowtheway.Takeorders.Servewine.Communicatewiththeguest.Askfortheguest’sopinion.Bringthebilltotheguest.Saygoodbyetotheguest.

ServiceConversation38ServingDrinks

PracticeAnswerthequestionsaccordingtotheserviceconversation.1.Whatdothetwoguestsorderrespectively?2.Whatdoesoneoftheguestswanttoknowfromthebartender?3.Howdoesthebartenderanswerhisinquiry?

non-smokingarea無煙區(qū)mineralwater礦泉水aperitif（n.）開胃酒brandy（n.）白蘭地ontherock加冰straightup不加冰peculiar（adj.）某一個KeyWordsandExpressions

PerformanceforService模擬演練TaskA

GuestCardSeattyperequired:non-smokingareabythebarcounterPersons:acoupleOrder:drinks:whiskyandsoda(noice);gingeraleSnacks：peanutsandcrispsPayment:bycreditcardPracticeinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練BarTenderCardGreettheguestandshowthewayTakeordersServewine.BringthebilltotheguestSaygoodbyetotheguest

PerformanceforService模擬演練TaskBMr.GreenissittingatthebarcounteraloneandChenLindevelopsafreeconversationwithhimwhileservinghimthewine.TheytalkaboutBeijing,andtheirhobbies.ChenLinlearnsthattheguestisonvacationhereandrecommendssomefamoustourismspotstotheguest.Pleaseformadialoguewithyourpartneraccordingtothegiveninformation.單元21處理投訴和醉酒客人UnitTwenty-one

DealingwithComplaintsandaDrunkenGuest

ProcedureofService服務流程DealingwithcomplaintsListentotheguestpatientlyandshowyoursympathytowardshisincident.Apologizeforanyinconvenienceordelaycausedbythehotelparty.Searchfortheeffectivewaytosolvetheproblem.

ProcedureofService服務流程DealingwiththedrunkenguestInterferewiththedrunkenguestatappropriatetime.Providethedrunkenguestwithdrinksthatcanrelievethealcoholiceffect.Suggestrestingbackintheroomorhavingawalkintheopenair.

ServiceConversation39

IAmNotHappywiththeSteak

1.Whatdoestheguestcomplainaboutintheconversation?2.Howdoesthewaiterdealwiththecomplaint?

Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation40

ADrunkenGuest

1.Shouldthebartenderinterferewithadrunkenguest?Why?2.Whatcanabartenderdowhenfacedwithadrunkenguest?Answerthequestionsaccordingtotheserviceconversation.Practice

complaint（n.）投訴medium-rare（adj.）半熟的extremely（adv.）非常地apologize（v.）道歉stuffy（adj.）空氣不流通的disturb（v.）打擾interferewith干預KeyWordsandExpressions

Whenhandingtheguest’scomplaints，usethepolitelanguage.Rememberorapolologizesincerelyandtelltheguestwhateffortwillbemadetosolvehisprobleminacaseofcomplaint.PointsofServicePerformance服務演練要點

PerformanceforService模擬演練TaskA

GuestCardOrder:anice-coldbeerComplaint:Nothappywiththebeerwithicecubesinit.Performanceinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練WaiterCardServetheguestwithabeerwithicecubesinside.Apologizeforthemistake.Getthebeerchangedrightaway.

PerformanceforS