1、精選優質文檔-傾情為你奉上餐飲服務:為了方便掌握學習情境內容，我們通過五個情境來學習Model 1:Table Reservation 用餐預訂服務 Model 2:Receiving the Guest in the Restaurant 接待客人用餐 Model 3:Taking orders 點菜Model 4Serving Dishes 上菜 Model 5Pay the bill 付賬 Model 1:Table Reservation 用餐預訂服務技能要點*1. When the guests ask you to reserve（為什么而保留） for him , you mus

2、t pay more attention(注意要做某事) to ask him to the table or private room.當客人要求你為他訂餐時，要注意詢問他是要訂餐臺還是要包間。*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 Table in the lobby or a private room 大堂的餐臺還是包間The demands for the table or the private room 對餐

3、臺還是包間的要求,如靠窗吸煙等需求The time of arrival 賓客到達的時間Under whose name the reservation is made and contact telephone number or the room number.訂餐者姓名聯系電話號碼或房號。*3. Confirm.確認。*4. Express your expectation to the guests.表達對客人的期盼。餐廳常用口語*1. 查看座位Just a moment, please. Ill check the availability for you.請稍等，我來為您查查是否有

4、空位。*2. 座位已滿Im afraid were fully booked for that time.恐怕那個時間餐位已經訂滿了。*3. 變更時間Is it possible for you to change the time?您是否可以換個時間呢？*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. 詢問要求Any special requireme

5、nt?有什么特別要求嗎？*8. 預訂已滿Im afraid that table is reserved for 8 p.m.恐怕那張桌已經被預訂了。 Table Reservation 餐桌預訂 場景：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做預定。C=Caller打電話詢問的客人 W=Waiter 服務生C: Hello. Is this IAP? 你好，請問是陶樂咖啡廳嗎？W: Yes. May

6、I help you? 是的，需要我效勞嗎？C: Yes, Id like to reserve a table for tonight, please. 我想預定今晚的座位。W: Certainly. Sir. How many people, Please? 好的，請問共有幾位？ C: Six. 六位。W: At what time can we expect(期待) you? 請問幾點光臨？C: Oh, at 7:00 tonight. 噢，今晚七點。W: Would you like a table in the main restaurant or in a private room

7、, sir? 先生，請問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，今晚七點鐘，六個人的餐桌。可以告訴我您的姓名和電話嗎？C: Sure. Its John Smith and my number is .當然可以。我叫約翰.史密斯，電話號碼是.W: Thank you very much, Mr. Smith. Let

8、 me repeat your reservation: you book a table for six at 7 oclock tonight and your phone number is .Am I right?非常感謝您，史密斯先生。請讓我重復您的預定：您在今晚七點預定了六人桌，您的電話號碼是.是對的嗎？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 tonight. Goodbye. 晚上見。W: Goodbye. 再見。 1.1A Pri

9、vate Room Reservation包廂預訂-中餐廳實用對話（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，他致電給樂宮預定一個包廂。C=Customers 顧客 W=Waiter 服務生W: Hello! PP. this is Miss. Sue speaking .Can I help you? 您好，樂宮。 我是Sue，有什么可以幫到您？C: May I have

10、a private room for this afternoon? 我想訂個包房。W: Yes. Ill arrange that for you. Can I have your name, please? 可以，我給您安排。請問您的名字是？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? 什么時候來就餐呢？C: At 7 oclock this afternoon. Is it OK? 今天下午7點，行吧？W: OK.

11、 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。實用詞匯和術語face-to face reservation面對面預訂Telephone Reservation電話預訂Sichuan Cuisine四川菜，簡稱川菜Cantonese Cuisine廣東菜，簡稱粵菜Foo

12、d and Beverage Director餐飲部總監Chinese Restaurant Manager中餐廳經理Banquet Manager宴會部經理Restaurant Supervisor餐廳主管Western Restaurant Manager西餐廳經理Asst. Western Restaurant Manager西餐廳副經理host餐廳男咨客hostess餐廳女咨客waiter男侍應生waitress女侍應生Model 2:Receiving the Guest in the Restaurant 接待客人用餐技能要點*1. Ask the guests if they h

13、ave 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. 問清有否預留座位。如果有，領位到預訂的餐臺；如果沒有，詢問有幾位，然后引領為人挑選合適的餐臺.*2. When the guests are going to seat, arrange them take their seats as soon as possible. Arrange the

14、tea or some drinks immediately(立即).入座時，安排客人盡快就座，并及時安排茶水或是飲料。 *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*1. 問侯客人Good evening, sir. Welcome to our restaurant. 先生，晚上好，歡迎光臨本餐廳。*2. 祝福用語Have a good evening. 祝您有個愉快的夜晚。*3. 等待用語Now would you please take a seat and wait over there

15、? 您先在那邊坐下來等好嗎？*4. 指導賓客We have a window table reserved for you. 我們為您保留了一張窗邊的桌子。*5. 建議換桌What about the one which is close the window? 有一張靠窗的桌子您覺得合適嗎？*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Would you like a high chair for your child? 要不要給您的孩子拿一張高椅呢？1.2 Receiving the Guest wit

16、h a Reservation 接待有預訂的客人Betty has reserved the table. Now she and her friend went to the restaurant. The host received them.貝蒂已經預定了座位，現在她和她的朋友來到了餐廳，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 you have a reservation? 請問您有預定座位嗎？C: Yes, we d

17、o. 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）.請稍等一下。-有的，在這兒，晚上7:00，貝蒂-史密斯，兩個人，不抽煙。C: Thats us. 是我們，沒錯。W: Right this way, please. 這邊請。1.2 Receiving the Guest without a Reservation 接待沒有預訂的客人Mr. White and his

18、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. 懷特夫婦來到餐廳用餐可是她們沒有用餐，服務員接待了她們并且幫助他們選擇了合適的座位。W=Waiter B=BakeW: Good evening, sir and madam. Welcome to our restaurant. Do you have a reservation? 晚

19、上好，先生、夫人。歡迎到我們酒店。有預定嗎？B: Im afraid I havent. Do you have a table for two? 沒有。 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.對不起，目前我們沒有空的。 請在休息室等大約5分鐘好嗎？桌子準備好了我就安排你們。B: It sound

20、s nice. Nancy, lets go to the lounge then. 好吧，南希，我們去休息室。(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. 對不起，讓你們久等了，先生、夫人。現在為你們準備了一張桌子，請這邊走好嗎？（客人入座后）W: What kind of drink would you like tonight? 今晚您想喝點什么？B: Green tea, pl

21、ease. 請拿杯綠茶吧！W: Ill bring them to you right away. 我一會就拿來。Model 3:Taking orders 點菜技能要點*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 right to the host or hostess). Usually, men order

22、for the women. The ladies dont order.西餐點餐的順序一般從主人或者女主人開始。如主人示意請賓客分別點菜，則從主賓（主賓一般坐在男主人或女主人的右邊）開始。一般男生為女士點菜，女士不直接接受點菜。*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 demand.(需求)在接受點菜時，必須問清客人的需求，以便廚師按客人的口味進行烹飪。*3. A

23、fter ordered the food or beverage, the waiter should read the meal the guest ordered one by one.當客人點完食物或飲料后，點菜員要一道一道地報點他們點的菜。點餐常用句*1. 主動服務Shall I make a recommendation? 需要我推薦嗎？*2. 建議顧客How about something to drink? 來點飲料怎么樣？*3. 續杯提醒Does that come with refills? 可以續杯嗎？*4. 準備點菜 Are you ready to order now

24、, sir? 先生您準備點菜了嗎？*5. 開始點菜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. 時間說明Your dish takes ten minutes to prepare. 您的菜需要十分鐘準備。*10. 后續服務What will you have

25、to follow the soup? 喝完了湯，您要吃什么？*11. 詢問客人的口味Would you like it rare, medium, or well-done? (點牛排時) 您喜歡煮得生一點兒，中等程度，還是老一點兒？*12. 表示抱歉Im sorry, there are no xxx. 很抱歉，沒有XXX了。*14. 提供餐類We have both buffet-style and a la carte dishes, which would you prefer?我們有自助式和點菜式，您喜歡哪一種？*15. 今日特色Do you have todays chefs d

26、ish? 今日有推薦菜嗎？1.3 Taking a la cart Orders for Western Food 西餐點菜服務場景：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，他去到餐點準備用餐可是他沒有預定。W=Waitress H=Hostess J=Tom JonesH: Good evening. Welcome to our restaurant. Have you

27、 made a reservation? 晚上好，歡迎到我們餐廳來，請問您有預訂嗎？J: No, we havent. 沒有。H: Three people? 是三位嗎？J: Right. 是的。H: This way, please. How is this table? 這邊請。這個位置怎么樣？J: Its fine. 很好。H: Thank you. Take your seat, please. 謝謝。請坐。W: Good evening. May I take your order now? 晚上好，可以點餐了嗎？J: Do you have any specialties? 您有什

28、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-熏三文魚，吃起來很美味。J: For an appetizer（開胃菜/頭盤）, smoked salmon. 來一道開胃菜，熏三文魚。W: Do you need order salad? And which dressing you want?您需要點沙拉嗎？配什么醬汁？J: wed like three large fruit salads with balsamic and vinaigrett

29、e 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. 法式魚湯。W: And, for the main course? 請問要什么主菜？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. 七分熟。W: What kind of sauce would you want? 要哪種醬汁

30、？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? 需要甜點嗎？J: Strawberry ice cream for all. 每人一份草莓冰激凌。W: Anything else? 還需要別的嗎？J: No, Im afraid thats all. 不，已經足夠了。cuisine烹飪，烹飪法greasy油膩的heavy難消化的hot刺激的，辣的

31、light清淡的，易消化的present呈上，送上specialist特制品，特產specification規格，說明書bean菜豆sauce醬汁，調味汁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是否可以上菜“打擾一下，請問可以上菜了嗎？”*2. Before serving dishes, called the corr

32、ect names of the dish. “Hello, this is , please enjoying!” 上菜品前，清晰正確報出菜名，“您好，這是，請慢用！” *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，先詢問客人“請問是否需要分菜？”*4. After serving the last dish, you should tell the guests: “This is the comp

33、lete course.”當上最后一道菜時，低聲告訴客人“您好，菜已上齊！”上菜常用句*1. 詢問菜肴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? 能不能快一點啊？*4. 詢問口感Did you enjoy your meal? 這菜吃起來還和您的胃口嗎？*5. 上湯Shall I put the soup in the middle of the table? 我把湯放在桌子中央，好嗎？*7. 慢慢享用T

34、ake 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. 請小心盤子，有點燙。*9. 延遲上菜Please hold the food; we still have one friend coming. 請稍后上菜，我們還有一個朋友沒到。*10. 上菜次序The Chinese way is to serve the soup first and then the food; if you like, well bring you the food first. 按中國的方式，是先

35、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，我會叫廚師快一點兒。*12. 上菜完畢This is the complete course. There is dessert to follow. 全部的菜已經上齊了，接下來還有點心。1.4 Serving the Western dinner 西餐服務Mr. Xiang and his friends want to have a sirloin steak. They go to a western

36、restaurant to have lunch. 向先生和他的朋友想吃沙朗牛排，他們去到一間西餐廳用午餐。W=Waiter X=Mr. XiangW: Good afternoon, sir. Welcome to our restaurant. 您好，先生。歡迎你來到我們餐館。X: Good afternoon. 你好。W: May I show you our lunch menu? 您現在要午餐菜單嗎？X: Yes, please. 可以。W: Here it is. 給您菜單。X: Yes, Ill have a mixed salad and sirloin steak. Whic

37、h 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. 薯條、胡蘿卜和豌豆。X: Thats fine. By the way, Id like come beer and a cup of coffee. 不錯。順便來到啤酒和一杯咖啡。W: Yes, how would you like your steak, sir?好的，先生，你的牛排怎么做？X: Ill have it medium rare, please. Do you have any sala

38、d oil? 三分熟，您有沙拉油嗎？W: Certainly. Ill bring some to you. 有，我給您拿些來。X: Thanks. 謝謝。 實用詞匯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地方風味well-done熟透的tough咬不動的Model 5：pay the bill 結賬Guest: Tom Tom: Could we have the check, please? 湯姆：請拿帳單來好嗎？ Waiter: Here is your check RMB8

39、6yuan.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：對不起，我們不收。我們只收信用卡和現金,您也可以用房費來支付。Tom: Well, I don't have any cash with me. I have to pay by credit cards. Here it is!湯姆：我沒帶現金。我必須用信用卡結

40、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？（刷卡前先核實是否為有效的信用卡，有無客人簽名）Tom：Yes.有密碼Waiter：OK, please input the password. 好的，請您輸一下密碼。（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.請您在POS單上簽字確認.Tom: Oh, please wait for a minute. I want to go with the food le

41、ft.湯姆：請稍等一會。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。我會為您拿一個打包盒。 Tom: Thank you.湯姆：謝謝。為方便學習將結賬分為以下三類：1. room charge:入房帳 2.cash 現金 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?當然可以，可以告訴我您的房間號碼嗎？G：My room number is 1818.我的房間號碼是1818.W:Please wait a moment。請您稍等一會兒。核查后發現1818的客人房間押金不足97