东莞华翔酒店餐饮英语培训手册ESENTIAL2.docx
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东莞华翔酒店餐饮英语培训手册ESENTIAL2
PARTARESTAURANT
CHAPTER1GREETING&SEATING
THEORY
Greetingandseatingtheguestsisimportant.Firstimpressionarelastingimpressions,soremember:
a）Usefriendlylanguagewhentalkingtotheguestsandalwaysbepolite.
b）Guestsliketoberecognized,sousetheguest’snamesasoftenaspossible（especiallyforlongstayingguests,）
c）Smile.
Theguestwillusuallyexpectthehostess/waitresstoselectasuitabletableforhim.However,iftheguestmakesaspecialrequest,youshoulddoyourbesttopleasehim.
Shouldtherestaurantbefull,informtheguestoftheapproximatewaitingtimeandsuggestthathewaitinthebarortryoneofourotherrestaurants（offertocallforavailability.）Iftheydecidetowaitbesureto“call”themwhentheirtableisready.
GREETINGS
Goodmorning,sir.
Goodafternoon,Madam.
Goodevening,Ladies.
Goodmorning,Gentlemen,
Goodafternoon,Mr.Johnson
SEATINGTHEGUEST
Atablefor……?
Howmanyareyou?
Thiswayplease.
Pleasefollowme.
Wouldyouliketosithere.
Wouldyouliketositbythewindow?
Neverask“Areyoualone?
”insteadtoask“Willtherebesomeonejoiningyou?
”
SPECIALREQUESTS
Awindowtable?
Certainly,sir.Thiswayplease.
No-smoking?
Certainly,sir.Thiswayplease.
No-smoking?
I’mafraidwedon’thaveano-smokingsection.Butthistableisquitesheltered.
Abooth?
Certainly,sir.Thiswayplease.
FULLYBOOKED
I’msorry,sir.Wearefullybookedatthemoment.Wouldyoumindcomingbackat…o’clock?
MayIsuggestthatyouwaitinthebar.It’sonthesecondfloor.
DIALOGUE:
W:
Goodafternoon,sir.WelcometotheChatterboxCoffeehouse.
G:
Thanks.
W:
Howmanypersons,please?
G:
Atableforfour,please.
W:
Wherewouldyouprefertoseat?
G:
Well,bythewindow,please.
W:
I’llshowyoutoyourtable.Thiswayplease.Isthisfine?
G:
O.K.That’lldofine.
W:
Pleasetakeaseat,sir.
G:
Thanks.
W:
Awaiterwillcometotakeyourorder.Justamoment,please.
CHAPTER2TAKINGARESERVATION
THEORY
a）Makesureyouhaveapen/notepadnearthetelephone.Listenattentivelyandpolitelyandasktheguesttorepeatifyoudon’tunderstand.（I’msorry,sir?
Wouldyouspellthat,please?
）
b）Besuretorepeatallthedetails.
c）Makesurecallerringsoffbeforeyoudo.
d）Ifrestaurantisbookedforthatdate,offeranalternative.（I’msorry,sir,wearefullybookedonthatdate/atthattime.Howaboutthe27th9:
00p.m.）
KEYPHRASES
“Goodmorning,PinecourtChineseRestaurant.Benspeaking.MayIhelpyou?
”
“You’dliketomakeareservation?
Atwaittime?
MayIhaveyournameandroomnumber?
”
“Forhowmanypeople?
Forwhichdate?
Atwhattime?
MayIhaveyournameandroomnumber?
”
“So,that’satablefor…peopleat…o’clocktoday/tomorrow/onthe24th.”
“ThankyouforcallingMr.…Goodbye.”
DIALOGUE:
C=CallerW=Waiter
SITUATION（A）
C:
Hello,isthattheChatterboxCoffeehouse?
W:
Speaking.MayIhelpyou?
C:
Yes,I’dlikeatablefor8tonight.
W:
Justamoment,sir.I’llcheckourreservationlist.…Thankyou
forwaiting,sir.I’mafraidwearefullybookedfortonight.Would
youlikemakeareservationatanotherrestaurantinthehotel?
C:
Well,wheredoyourecommend?
W:
Whatkindoffoodwouldyouprefer?
C:
Let’ssee.Somethingusualwouldbegood.
W:
OurPinecourtChineseRestaurantservesmanyChinesespecialties.
C:
Thatsoundsinteresting.
W:
ShallItransferyourcall?
C:
Dothat,please.
W:
Couldyouholdtheline,please?
I’llconnectyou.
SITUATION（B）C=CallerW=Waiter
C:
Hello.IsthisBolognaItalianRestaurant?
W;Speaking.MayIhelpyou?
C:
Yes,I’dliketoreserveatablefortonight,please.
W:
Certainly,sir.Forhowmanypersons,please?
C:
Apartyforsix.
W:
Atwhattimecanweexpectyou?
C:
Oh,at7:
00tonight.
W:
Wouldyoulikeatableinthemainrestaurantorinaprivateroom,sir?
C:
Inthemainrestaurantwillbefine.
W:
Certainly,sir.Atablefor6at7tonight.MayIhaveyournameand
telephonenumber,please?
C;Sure.ItisFranksandmynumberis585-7029.
W:
Thankyouverymuch,Mr.Franks.MynameisWangandwelook
forwardtoseeingyou.
C:
Seeyoutonight.Goodbye.
W:
Goodbye.
CHAPTER3
PRESENTINGTHEMENU&OFFERINGADRINK
THEORY
a）Besuretoinformguestofitemsavailableotherthanonmenu.E.g.Buffet,setmenu.
b）Bepreparedtodescribedishestoguestiftheydon’tknowwhattheyare:
it’smadewith…it’sservedwith…
c）Makesureyouknowbyheartallmenuitems,setmenu,itemsavailableonbuffet.
d）Alwaysrepeattheorder,evenfordrinks.
e）Ifyougivetheguestachoiceofitemsask,”Wouldyouprefer?
”
KEYPHRASES
“GoodMorning,sir.”
“Hereisthemenu.Wehaveanexcellentbuffettodayorperhapsyou’dlike
totrythesetmenu?
”
“Wouldyoulikesomethingtodrinkfirst?
”
“Certainly,sir,oneCoca-Cola.?
”
“Tea,sir?
WouldyoupreferEnglishorChinese?
”
DIALOGUE:
W=WaiterG=Guest
W:
Goodevening……Areyoureadytoorder,sir?
G:
Yes.Whatkindoffoodisthetempura?
W:
Itisfish,prawnsandassortedvegetablesdippedinbatterboth
Japaneseandforeignguests.
G:
Um.Itsoundsdelicious.We’llhavethetempuradinnerfortwo,
please.
W:
Thetempuradinnercomeswithrawfish.Willthatbefine?
G:
Isee.Well,I’lltaketherawfishbutmywifedoesn’tcareforit.
Couldshehavesomethingelseinstead?
W:
Certainly,sir.Iwouldrecommendthe“Chawanmushi”.Itisanegg
custardwithchicken,shrimpandgingkonuts.
G:
O.K.She’lltrythat.
W:
Certainly.Justamoment,please.
CHAPTER4TAKINGTHEORDER
THEORY
a）MakesureyourecordeverythingontheCaptain’sorder.
b）Repeattheordertomakesureyouhaveunderstoodeverythingcorrectly.
c）Shouldyounotunderstand,politelyasktheguesttorepeat:
“I’msorry,sir?
Wouldyourepeatthat,please?
”
d）Shouldtheguestaskyouforsomethingnotavailableonthemenudon’trefuseoutright,checkwiththekitchen:
“I’llcheckwiththekitchen,sir.Justamomentplease.”
KEYPHRASE
“Areyoureadytoorder?
”
“MayItakeyourorder?
”
“Sothat’soneClubSandwichandoneCheeseburger.”
“Anythingelse,sir?
”
“Thankyou.”
DIALOGUE:
W:
Goodmorning,sir.Atablefortwo?
G:
That’sright.
W:
I’llshowyoutoyourtable.Thisway,please.
Pleasetakeaseat.Whichwouldyouprefer,teaorcoffee?
G:
Coffee,please.
W:
Twocoffees?
G:
Yes.
W:
Certainly,sir.Willtherebeanythingelse?
G:
No,that’sall,thanks.
CHAPTER5SERVINGTHEFOOD
THEORY
a）YourDepartmentHeadwillexplainwhichsaucesareservedwithwhichdishes.
b）Don’tforgettoofferanotherdrinkwhenglassis¾empty.
KEYPHRASES
“Excuseme,sir.Hereisyour…”
“WouldyoulikesomeSaladDressing?
TomatoKetchup?
Mustard?
”
“Wouldyoulikeanotherglassofwhitewine?
”
DIALOGUE:
W:
Yoursteak,saladandbeer,sir.Pleaseenjoyyourlunch.
W:
Excuseme,mayIshowyouthedessertmenu?
G:
Sure,goahead.
W:
Hereyouare,sir.
G:
Let’ssee.I’llhavesomeicecream,please.
W:
Whichflavorwouldyouprefer,walnutorvanilla?
G:
I’lltakethewalnut,please.
W:
Certainly,sir.Justamoment,please.
W:
Youricecreamandcoffee,sir.Willthatbeall?
G:
Yes.
W:
Thankyou,sir.Haveaniceafternoon.
G:
Thanks.
CHAPTER6CLEARINGAWAY
THEORY
a）YourDepartmentHeadwillexplainhowtoclearawaydishes.It’susuallyagoodidealtosayafewwordsbeforeclearingthedishesaway.
b）Whenclearingawaymaincoursedishes,itiscommonpracticetoofferadessert.CheckwithyourDepartmentHeadforcorrectprocedure.
c）Showyourconcernandhelptoincreaseguestsatisfactionbycheckingthattheguestenjoyedthemeal.
KEYPHRASE
“Excuseme,sir,haveyoufinished?
”
“MayItakethisaway?
”
“Didyouenjoyyourlunch/dinner/meal?
”
“Wouldyoulikeadessert,sir?
”
“Wouldyoulikeacupofcoffeewithyourdessert,sir?
”
SOMEUSEFULSENTENCES:
a）Excuseme,mayItakeyourplate,sir?
b）Haveyoufinishedyourmeal,sir?
c）MayImoveyourplatetotheside?
d）MayIclean（clear）thetable,sir?
e）MayIwipethecounter,sir?
CHAPTER7GUESTREQUESTS
THEORY
a）Youshouldtryyourbesttosatisfytheguest’sneedssoallguestrequestsshouldbehandledpolitely,showingconcern.
b）Checkwithyourcaptainorthekitcheniftheguestrequestsanitemnotnormallyavailable.
c）Shouldacertainitembeunavailable,alwaysofferanalternative.
KEYPHRASES
“Certainly,sir/Onemomentplease.Ofcoursemadam.”
“I’llcheckwiththekitchen.Justamomentplease,sir.”
“I’llaskmycaptain,sir.”
“I’msorry,sir.The…isnotavailabletoday.MayIrecommendthe…?
It’sverygood.”
DIALOGUE:
OT=OrderTakerG=Guest
OT:
RoomService.MayIhelpyou?
G:
Yes,I’dliketoorderdinner
OT:
Certainly,sir.Goahead,please.
G:
I’llhaveagrilledsteak,agreensaladandanorderofFrench
Fried.
OT:
I’mafraidwecannotmakeanygrilleddishes,sir.Wouldyoulike
somethingelse?
SENTENCES:
I.ThereisnogrillinRoomService.
II.Itisnotinseason.
III.Ithasbeensoldout.
IV.Itisnotonthemenu.
V.I’mafraidwecannotservesandwichesyet,sir.Theyareavailable
from11:
00a.m.
VI.I’mafraidsoybeanmilkisonlyavailableuntil11a.m.
CHAPTER8THEBILL/CHECK
THEORY
a）Trytobringthebillaspromptlyaspossible.
b）Remembertotelltheguesttheamountofthebill.
c）Telltheguesthowmuchyoureceived.
d）Telltheguesttheamountofthechange.
e）Ifpossible,countthechangeinfronttheguest.
f）Alwayshaveapenreadytog
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