酒店英語unit-11-greeting-the-guest分析講解學(xué)習(xí)

1、酒店英語unit-11-greeting-the-guest分析Watch and answer1.How should we greet the guest?2.How should we seat guests?1.Working procedureu When seeing the guests coming into the restaurant, the waiter/waitress greets the guests with: “Good afternoon/evening! Welcome to our hotel.” Then ask the guests if they

2、have a reservation or not.u A guest with a reservation: ask the name and direct the guest to the tableA walk-in guest: ask for the number of the guests當(dāng)見到客人進(jìn)入餐廳，服務(wù)生應(yīng)問候客人：當(dāng)見到客人進(jìn)入餐廳，服務(wù)生應(yīng)問候客人：“下午好下午好/晚上晚上好，歡迎來到我們餐廳。好，歡迎來到我們餐廳。”并詢問客人是否有預(yù)訂。并詢問客人是否有預(yù)訂。 The waiter/waitress greets the guests, pulls the chai

3、rs out for the guests, unfolds napkins and puts them on their laps.服務(wù)生跟客人問候，為客人拉開桌子，攤開餐巾，放在服務(wù)生跟客人問候，為客人拉開桌子，攤開餐巾，放在客人膝蓋上。客人膝蓋上。 After the guests take the seats, ask them: “Would you care for drinks first?” or “Would you like to try.?”當(dāng)客人坐好后，詢問客人當(dāng)客人坐好后，詢問客人“想喝什么？想喝什么？”或或“您是否想您是否想嘗嘗嘗嘗？”2.Useful skills

4、 1. 見到客人應(yīng)熱情地表示歡迎見到客人應(yīng)熱情地表示歡迎“Good evening, welcome to restaurant.”(晚上好晚上好,歡迎光臨歡迎光臨餐廳餐廳 )如果是?？腿绻浅？?應(yīng)該能夠稱應(yīng)該能夠稱呼出客人的姓氏呼出客人的姓氏,如如“Good evening, Mr. Nobel.” 2. 引客入座時(shí)引客入座時(shí),應(yīng)詢問應(yīng)詢問“Do you have a reservation?”(您有預(yù)訂您有預(yù)訂嗎嗎?)“How many persons, please?”(請問有幾位請問有幾位?) 3. 為客人引路為客人引路,必須配合其速度必須配合其速度,走在客人兩三步之前帶路走在客人兩

5、三步之前帶路(斜右前斜右前方約方約30度度),并以手并以手 勢禮貌地作方向指引勢禮貌地作方向指引,“This way please.”途中若遇途中若遇有臺(tái)階或特殊情況有臺(tái)階或特殊情況,應(yīng)事先預(yù)告應(yīng)事先預(yù)告,“Mind your step, please.”以免客人以免客人在途中跌倒或發(fā)生意外在途中跌倒或發(fā)生意外 客人若帶有小孩客人若帶有小孩, 應(yīng)該提醒客人照看好應(yīng)該提醒客人照看好小孩小孩,“Please take care of your children.” 4. 若餐廳客滿若餐廳客滿,不得不讓客人共用餐桌時(shí)不得不讓客人共用餐桌時(shí),應(yīng)事先征得雙方的同應(yīng)事先征得雙方的同意意:“Would yo

6、u mind sharing a table?”(您介意和別人共用一張桌您介意和別人共用一張桌子嗎子嗎?) 5. 若因客滿而不得不讓客人等待時(shí)若因客滿而不得不讓客人等待時(shí),可以說可以說“Im afraid all our tables are taken.”(恐怕我們已經(jīng)客滿恐怕我們已經(jīng)客滿 )“Would you mind waiting?”(您介意等一會(huì)嗎您介意等一會(huì)嗎?)并準(zhǔn)確告訴客人并準(zhǔn)確告訴客人 需要等待的時(shí)間需要等待的時(shí)間“There will be about 15 minutes before your table is available.”(您大概還需要等待您大概還需要等待

7、15分鐘分鐘 )等到有空位了等到有空位了,就立就立即引客人入座即引客人入座“We are sorry for the delay.”(很抱歉耽擱了您的很抱歉耽擱了您的時(shí)間時(shí)間 )或者或者“Thank you for waiting.”(讓您久等了讓您久等了 )Hot TipUseful Knowledge實(shí)用知識實(shí)用知識Food and Beverage Manager餐飲部經(jīng)理餐飲部經(jīng)理Chinese Restaurant Manager 中餐廳經(jīng)理中餐廳經(jīng)理Catering/Banquet Manager 宴會(huì)部經(jīng)理宴會(huì)部經(jīng)理Restaurant Supervisor 餐廳主管餐廳主管 h

8、eadwaiter 領(lǐng)班領(lǐng)班reservationist 預(yù)訂員預(yù)訂員waiter 男服務(wù)生男服務(wù)生waitress 女服務(wù)生女服務(wù)生Tips1. Showing the Way for the Guest 為客人指路為客人指路 在餐廳為客人指示方向時(shí)在餐廳為客人指示方向時(shí),如果怕自己的表達(dá)不清如果怕自己的表達(dá)不清,可以使用一些手勢來輔助表達(dá)可以使用一些手勢來輔助表達(dá) 常見的方位表達(dá)有常見的方位表達(dá)有: turn left/right 向左向左/右轉(zhuǎn)右轉(zhuǎn)on your left/right 在您的左邊在您的左邊/右邊右邊opposite to. 在在對面對面next to 在在旁邊旁邊behi

9、nd在在后面后面in front of 在在前面前面on the ground/second floor 在一樓在一樓/二樓二樓at the corner 在角落在角落far from here 離這兒很遠(yuǎn)離這兒很遠(yuǎn)be nearby 在附近在附近go straight 一直走一直走go through 穿過穿過go east/west/south/north 向東向東/西西/南南/北北go along.till you see.沿沿一直走到一直走到go down/up the stair 沿樓梯沿樓梯向下向下/上上 Tips2. Refusing the Tips 婉拒小費(fèi)婉拒小費(fèi) 在西方國

10、家在西方國家,給服務(wù)員小費(fèi)給服務(wù)員小費(fèi)(tips)不但是一種習(xí)俗不但是一種習(xí)俗,還是對還是對服務(wù)員工作的尊重服務(wù)員工作的尊重 所以斷然拒絕接受小費(fèi)不但會(huì)讓客人所以斷然拒絕接受小費(fèi)不但會(huì)讓客人感到尷尬感到尷尬,甚至可能會(huì)傷他們的自尊心甚至可能會(huì)傷他們的自尊心 如果酒店制度允許如果酒店制度允許接受小費(fèi)接受小費(fèi),不妨接受下來不妨接受下來,說說“Thank you. Its very nice of you.”(謝謝謝謝,您真是太好了您真是太好了 )如若不允許如若不允許,也要有禮貌地答也要有禮貌地答謝客人謝客人,并向其解釋并向其解釋“We dont accept tips. Thank you all

11、 the same.”(我們是不接受小費(fèi)的我們是不接受小費(fèi)的,還是一樣謝謝您還是一樣謝謝您 )3.useful sentencesRefer to p125-127ExercisesExercise I: Complete the following dialogue according to the Chinese in brakets and then read it in roles.J=Jane (Hostess ) S=Stephen Nobel (Guest)J: (晚上好晚上好 請問幾位請問幾位?)S: Two.J: (你們愿意坐哪兒你們愿意坐哪兒?)S: (我們想坐在窗旁邊我們

12、想坐在窗旁邊,) so that we can enjoy the view of the lake.J: Im sorry, sir. (靠近窗戶的桌子都有人了靠近窗戶的桌子都有人了 那張?jiān)趺礃幽菑堅(jiān)趺礃?) Though it is further back, it still offers a view of the lake.S: (我想這也行我想這也行 )J: Thats fine. Would you follow me, please? (這是您的桌子這是您的桌子 ) Its number 15 and your waiter will be here right away. G

13、ood evening. How many people are there in your party, sir?_Where would you prefer to sit?_Wed like to sit at the table near the window,_There is no vacant table near the window. How about that table?_Yes, I can accept it._This is your table._DialoguesDialogue 1J: Good afternoon. Welcome to our hotel

14、. Do you have a reservation?S: No. Im afraid we havent. Is it possible for us to have lunch here?J: Yes, sir. How many people are there in your party?S: 6.J: OK. Could you come this way, please? Is this table all right?S: I dont think so. We want a table by the window so we can have a good view of t

15、he city. We havent been here for many years.J: All right. Let me show you that table. Is this OK?S: Its good.J: Have your seat, please. Ill get you the menu.Seating a Walk-in Guest 接待未預(yù)訂客人接待未預(yù)訂客人返回DialoguesJ=Jane (Hostess) S=Stephen Nobel (Guest)J: 下午好 歡迎光臨我們餐廳 有預(yù)訂嗎?S: 沒有,恐怕沒有預(yù)訂 那我們可以在這里進(jìn)午餐嗎?J: 可以的,

16、先生 您們共有多少人呢?S: 6個(gè)人J: 好的 這邊請 這張桌子行嗎?S: 我認(rèn)為不怎么好 我們想要一張靠窗的桌子,這樣的話,我們就可以欣賞這個(gè)城市的 美麗風(fēng)景 我們很多年沒回來過了J: 好的 讓我給您引座 這張桌子好嗎?S: 可以的J: 請坐 我去給您拿菜單接待未預(yù)訂客人接待未預(yù)訂客人DialoguesDialogue 2J: Good evening, sir. Can I help you?S: I think I have a reservation for 8 people. My name is Stephen Nobel.J: Yes. Mr. Nobel. We have a

17、very nice table reserved for you. This way, please.S: Oh, Im sorry. I want a private room for 4 people.J: All right. Then upstairs, please.S: Thank you.J: After you. How would this room suit you?S: Its a nice cozy room. Yes, that will do.J: Be seated, please. Heres a cup of tea for you.Seating for D

18、inner 引座引座返回DialoguesJ: 晚上好晚上好,先生先生 我能為您效勞嗎我能為您效勞嗎?S: 我想我已經(jīng)預(yù)訂了一張我想我已經(jīng)預(yù)訂了一張8人的桌子人的桌子 我的名字是斯蒂芬我的名字是斯蒂芬諾貝諾貝爾爾 J: 是的是的 諾貝爾先生諾貝爾先生 我們?yōu)槟A(yù)留了一張非常好的桌子我們?yōu)槟A(yù)留了一張非常好的桌子 這邊請這邊請 S: 哦哦,很抱歉很抱歉,我現(xiàn)在要改為一間我現(xiàn)在要改為一間4人的包廂人的包廂 J: 好的好的,樓上請樓上請 S: 謝謝謝謝 J: 請跟我來請跟我來這間包廂適合您嗎這間包廂適合您嗎?S: 這是一間很愜意的房間這是一間很愜意的房間 好了好了,我們就這間吧我們就這間吧 J: 請

19、上座請上座這是您的茶這是您的茶 引座引座 DialoguesDialogue 3J: Good evening, sir. Welcome to our restaurant.S: Good evening. Id like a table for four, please.J: Do you have a reservation, sir?S: No, we have just arrived.J: We are rather busy at the moment. Im afraid you will have to wait for a while.S: How long will it

20、 be?J: There will be half an hour wait or so. Would you care to have a drink in the lounge while you are waiting? Well accommodate your party as soon as possible.S: Good, thank you. (Half an hour later)J: Your table is ready, sir. This way, please.S: Thanks.There Isnt a Table 客滿客滿返回DialoguesJ=Jane (

21、Hostess) S=Stephen Nobel (Guest)J: 晚上好晚上好 歡迎光臨我們的餐廳歡迎光臨我們的餐廳 S: 晚上好晚上好 我想要一張我想要一張4人的桌子人的桌子 J: 先生先生,請問您有預(yù)訂嗎請問您有預(yù)訂嗎?S: 沒有沒有 我們剛到我們剛到 J: 我們這個(gè)時(shí)候客人非常多我們這個(gè)時(shí)候客人非常多 恐怕您得多等一會(huì)恐怕您得多等一會(huì) S: 要等多久呢要等多久呢?J: 應(yīng)該要差不多半個(gè)小時(shí)吧應(yīng)該要差不多半個(gè)小時(shí)吧 您可以在等候區(qū)那里喝點(diǎn)飲料您可以在等候區(qū)那里喝點(diǎn)飲料 我們我們會(huì)盡快為您們安排會(huì)盡快為您們安排 座位的座位的 S: 好的好的,謝謝謝謝 (半個(gè)小時(shí)后半個(gè)小時(shí)后)J: 先生先

22、生,您的桌子已經(jīng)準(zhǔn)備好了您的桌子已經(jīng)準(zhǔn)備好了 這邊請這邊請 S: 謝謝謝謝 客滿客滿 ExercisesExercises II: Make up a dialogue based on the following situation and role-play it to the class. 現(xiàn)在是晚上7:00,餐廳客滿,進(jìn)來4位客人,他們沒有預(yù)訂,你是引座員,告訴客人要等待20分鐘,客人愿意等候,你建議他們?nèi)ヒ粯谴筇冒尚菹⒁幌?一有空座就請他們,20分鐘后你熱情招呼他們進(jìn)餐廳,為他們引座,并提供菜單及酒水單 請你就以上內(nèi)容和同桌準(zhǔn)備一個(gè)對話,并在班上表演返回ExercisesJ=Jane (Hostess) S=Stephen Nobel (Guest) J: Good evening, sir. Have you got your reservation?S: Im sorry. We dont have.J: So sorry,