酒店英語 課件 英文 周寒瓊Chapter 3 Food and Beverage

OrientationofFood&BeverageTheRoleofFoodandBeverageThefoodandbeveragedepartmentisaveryimportantdivisionofahotel.Itisoftenoneoftheforemostincomeearnersforthehotel.Foodandbeveragecanaccountfortwofifthtoonehalfofahotel'sprofit.Asamatteroffact,foodandbeveragedepartmentisanindispensablepartofahotelanditusuallyprovidestheguestswithaseriesofservice,suchasbookingatable,seatingtheGuests,takingorders,barserviceandsoon.FoodandBeverageDivisionAlthoughinmosthotelstheroomsdivisiongeneratesthegreatestamountofrevenue,thisisnotalwaysthecase.Inafewhotels(mostoftenresortsandconventionpropertieswithextensivebanquetsales),thefoodandbeveragedivisionmayproducethesameormorerevenuethantheroomsdivision.Thisisbecauseguestsinresortstendtostayonthepremisesandmaybelessprice-sensitivebecausetheyareonvacation.Whetherthefoodandbeverageoperationislargeorsmall,mosthotelmanagershavefoundthattheirfoodandbeveragefacilitiesareofparamountimportancetothereputationandprofitabilityofthehotel.Thereisnodoubtthatinmanycasesthequalityofahotel'sfoodandbeveragespowerfullyaffectsaguestsopinionofaparticularpropertyandinfluenceshisorherwillingnesstoreturn.Infact,somehotelsareasfamousfortheirrestaurantsasfortheirguestroom.FoodandBeverageDivisionSuccessfulhoteloperatorsnolongerconsiderdiningfacilitiesmerelyaconvenienceforguests.Ahotel'sfoodandbeverageoutletsmustattractmembersofthelocalcommunity,convincehotelgueststodineonthepremises,andreturnafairprofit.Thecapturerate--thatisthepercentageofguestswhoeatmealsatthehotelismeasuredregularlybymanyhotels.OrganizationoftheFoodandBeverageDivisionThefoodandbeveragedivisionsofamajorhotelcanbecomplex,offeringavarietyofdifferentkindsofrestaurantsandbars,eachwithitsownuniquedecoration,menu,andstyleofservice.Suchadivisionrequireswell-trainedemployeesandhighlyskilledandversatilemanagersinthekitchen,barandserviceareas.ProblemsinFoodandBeverageOperationsAlthoughthefoodandbeveragedivisionsofmanyhotelsshowasubstantialprofitinalloftheirfoodandbeverageoperations,notallfoodandbeveragedivisionsareprofitable.Somelosemoneyinallareas,whileotherslosemoneyintheirfoodoperationsbutmakeaprofitwiththeirbeverageoperations.Sometimeslossesattributedtobadmanagementalone,butthereareanumberofothercommonreasonsforlossesinfoodandbeverageoperations:-Longhoursofoperation-Lowcheckaverages-Toomanyfacilities-Highturnoverrate-Costlyentertainment-InsufficientmarketingStaffsinFoodandBeverageDivisionThefoodandbeveragedepartmentismadeupofthefoodandbeveragemanagerwhodirectstheworkofthedepartment,thepurchasingstewardwhobuys,receivesandstoresfoodandbeveragesforthedepartment,theexecutivechefwhodecidesontheitemsonthemenusandcoordinatesthepreparationofthefoodandbeverage,thechiefstewardwhoisinchargeofsanitation,theheadwaiterwhoisresponsibleforservingthefoodandbeveragestotheguestsandthefoodandbeveragecontrollerwhomaintainscontroloverthesystem,preparestatementsforthemanagementandanalyzesallstagesofthefoodandbeverageoperation.Underthesepeoplearestorekeepers,pantrymen,icemen,chefs,chefassistants,butchers,pastrymen,bakers,waitersandwaitresses,busboys,bartenders,portersandbarboys.

ABriefIntroductionofChineseCuisine

China,withalonghistoryandvastland,isundoubtedlyagreatcountryrichinfoodandbeverage.IntheNorthernSongDynasty,itissaidthattheSouthernersareaddictedtosaltywhiletheNorthernersareaddictedtosweets.Atthattime,China'stastesweremainlysaltyandsweet,andthedistributionoftasteswasoppositetothatofthepresentNorthandSouth.Atthattime,therewasnospicytaste,becausechiliwasonlyintroducedtoChinaintheMingDynasty.BytheSouthernSongDynasty,alargenumberofnorthernersemigratedtothesouth,andthesweetnessgraduallyformedthemaintasteofthesouthernregion.Later,duetothedifferencesintheenvironment,climate,products,customsandeatinghabitsofvariousplaces.

ABriefIntroductionofChineseCuisine

Chinesecuisinehasformedavarietyoffoodgenreswithlocalflavors.Itisgraduallyreplacedbytheeightwidelyrecognizedcuisines,namelyGuangdongCuisine,SichuanCuisine,ShandongCuisine,HuaiyangCuisine,ZhejiangCuisine,ZhejiangCuisine,FujianCuisine,FujianCuisine,HunanCuisine,andAnhuiCuisine.Cuisine.Dishes,types,tastes,andtechniquesallleadtheway,allofwhichareexquisiteandcomplicated.Withtheexchange,integrationanddevelopmentofmodernfoodculture,thecurrenteightmajorcuisinesmaynotcoverallthedishes.Butitistheeightwordsextractedfromthefoodcultureforthousandsofyears.Althoughithasonlyappearedforafewdecades,itrepresentstheheritageofthefoodcultureforthousandsofyears!3.SectionsandtheResponsibilities--LobbyLounge--AllDayDining--ChineseRestaurant--BanquetFacilities--MeetingRooms--RoomServiceThankyou謝謝觀看Project1TableReservation01WordsandExpressions02Usefulexpressions03StandardOperationProceduresofTakingSpecialRequestReservation04Dialogueexamples05Conversationpracticecontents行業(yè)PPT模板/hangye/06SupplementaryReadingWordsandExpressionsdivision n. 部門accountfor （比例）占extensive adj. 廣泛的，大量的paramount adj. 最重要的，主要的profitability n. 盈利能力，利潤率outlets n. 分部門complex adj. 復(fù)雜的versatile adj. 全能的decoration n. 裝飾substantialprofit實際收益attribute v. 歸于appetizern. 開胃菜，頭盤salads n. 色拉maincourse 主菜seafood n. 海鮮specialties n. 特色菜desserts n. 甜點beverages n. 飲料wineandbeer 酒水LobbyLounge 大堂吧OperatingHours 營業(yè)時間All-DayDining（ADD） 全日制餐廳WordsandExpressionsvenue n. 場地buffet n. 自助餐ALaCarte 零點teahouse 茶室privaterooms 包廂ballrooms n. 宴會廳banquetfacilities 宴會設(shè)施tablereservation 訂桌assist v. 支持，幫助confirm v.確認，確定booking n.預(yù)定available adj. 可用的,有空的smokingarea 吸煙區(qū)non-smokingarea 無煙區(qū)bereserved 被保留的，被預(yù)定的holdthetable 留座spacious adj. 寬敞的splendidly adv.華麗地,豪華地full adj. 滿座的inthenameof 以…的名字legibly adv. 字跡清晰地freeofcharge 免費immediately adv. 立刻，馬上effective adj. 有效的，有用的appropriate adj. 適當?shù)模线m的accordingto 根據(jù)UsefulExpressions1.Goodevening,Freshrestaurant,thisisMaryspeaking,howcanIassistyou?2.Whenwouldyoulikethebooking?3.Howmanypeopleisitfor?4.Iwillbebymyself.5.Apartyofsix.6.Whattimeisitfor,please?7.Whenwouldyoulikethebookingtobe?8.Whattimedoyouplantoarrive,Mr.Zhang?9.Inwhatname,please?10.MayIhaveyournameandroomnumberplease?11.Letmejustconfirm.That'satablefortwoat7:30p.m.onFriday,October10thinthenameofWang.UsefulExpressions12.Sothat'satableforthreeatnineo'clockonThursdayinthenameofZhang.13.Whichareadoyouprefer?14.Anyspecialrequest,Mr.White？15.Howmanyinyourparty?16.MayIhaveyourcontactnumber,please?17.Mrs.White,wewillonlyholdyourtableforupto30minutes.18.Youhaveyourtablebooked.19.Iamsorry.Allthetablesarereserveduntil7:00p.m.Wouldyouliketomakeareservationsomeothertime?20.Sorry,therearenoseatsavailablenow.21.Iamafraidwearefullybookedatthattime.UsefulExpressions22.I'msorry,therestaurantisfullnow.23.Whatisthepricerangeforthesetmenu?24.Doyouhaveacovercharge?25.I'mafraidwedon'ttakereservationsforlunch.26.I'mafraidwecannottransfercallsfromthehousephone.Couldyoudialextension618directly,please?27.Doesyourrestauranthaveadresscode?28.CanIdressinformally?29.Youcandressasyoulike.30.Thereisnostrictdresscodeinourrestaurant.However,asuitandtieisencouraged.StandardOperationProceduresofTakingSpecialRequestReservation

1.Answerphoneasperphoneansweringprocedures.2.Takealldetailsforreservations/specialrequestsenteringtheitemsintheappropriatecolumnsonthereservationsdiary.-Guest'sname-Spellingofthename-Dateandtimeofreservation-NumberofpersonsforthebookingStandardOperationProceduresofTakingSpecialRequestReservation

-Specialrequirementsifany

-Whotookthereservation

-Guestcontactnumber

-Companyname3.Informcaptainorstaffimmediatelyonthereceivedinformation.4.Writelegiblyinblockletters.5.Repeatreservation/specialrequestdetailsbacktoguest,includingthedayanddatewhichislocatedontopofthereservationbookpage.6.Specificallyaskifguestwouldrequiresmokingornon-smokingsectionoftherestaurant.Andrecordthisinthereservationsbook.7.Iftheguestwantstoorderfrommenu,thehostessmusttaketheirorderaccordingtothestandardandprocedure.Scene1:BookingaTableW:Goodmorning.FreshRestaurant.Gracespeaking.HowmayIhelpyou?J:Goodmorning.I'mtheguestinRoom1212.Iwouldliketoat5o'clocktomorrowafternoon.W:Certainly,sir.Wouldyouspellyourname,sir?J:J-O-H-N-S-O-N.W:Yes,Mr.Johnson.Howmanywillbe?J:Fivepeople.W:Whichareadoyouprefer?J:Ipreferthetableinnon-smokingarea.W:Yes,that'sMr.Johnson,atableforfiveat5o'clocktomorrowafternoonandwiththelakeviewinnon-smokingarea.IsthereanythingelseIcandoforyou?W：Waitress J：Mr.Johnson下一頁reserveatableinyourpartywiththelakeviewScene1:BookingaTableJ:That'sallright.Nothingelse.W:Thankyouforyourreservation.Wewillforupto30minutes.Lookingforwardtoseeingyou.J:OK,thankyou.Goodbye.W:Goodbye.W：Waitress J：Mr.Johnsonholdyourtable上一頁Scene2:BanquetReservationR:Goodmorning,Sir.HowmayIhelpyou?M:Goodmorning.Mydaughterwillbemarriednextmonth.I'dliketoholdaforherinyourhotel.Doyouhaveasuitableplaceforus?R:Congratulations!MayIknowthedateofthewedding?M:.R:MayIknowhowmanypeopletherewillbe?M:Therewillbe.R:ThenIwillarrange20tablesforyou.Pleaseletmecheckourbookings.CouldIrecommendtheGrandBanquetHall?Itisspaciousandsplendidlydecorated.It'sperfectforaweddingbanquet.M.Itsoundsnice.R:Thenhowmuchwouldyouliketo?Hereisthebanquetmenu.M:Ithinkthe8000-yuanmenuisnice.Bytheway,Iwanttomakesomethingspecialformyonlydaughter.Whatcanyousuggest?M：Mr.MorrisR：BanquetReservationist上一頁weddingbanquetJuly8th200guestsaltogetherspendforeachtableScene2:BanquetReservationR:Wecanforourguests.Wecanalsomakeaweddingcakeaccordingtoyourrequest.Sinceyou'vebookedthe8000-yuanmenu,wecanalsoprovidetheforthebrideandgroomforonedayfreeofcharge.M:Great!R:OK.Soletmerepeattheinformation:aweddingbanquetintheGrandBanquetHallonJuly8th,20tablesfor200guests,eachtable5000Yuan,weddingcakeandonedays'

honeymoonsuite.Isthatcorrect?M:Yes,exactly.AndcanIdiscusswithmydaughterfirstandlater?C:Noproblem.Hereismybusinesscard.Ifyouhaveanyfurtherquestions,don'thesitatetocontactus.M:Thankyouverymuch.M：Mr.MorrisR：BanquetReservationist上一頁designspecialmenushoneymoonsuitemakethefinaldecisionScene3:TheRestaurantisFullJ:Goodevening,sir.WelcometoSkylightRestaurant.Haveyoumadeareservation?W:Wehaven't.ButIwonderifyoucanfindatableforus.J:I'msorry,therestaurantisfullnow.Butifyouwouldliketowait,youaretodoso.W:Howlongdoyouthinkwe'llhavetowait?J:I'mafraidthattherewillbeabouttwentytothirtyminutes.W:Well,itseemsabitlate.Doyouthinkwe'dbettertryanotherplace?J:It'snoteasytofindaquietplaceatthishour.I'lltry.Wouldyoupleasefirst?I'llassoonaswegetatableavailable.W:Thankyou.J:It'smypleasure.Wouldyoucomethisway,please?C:ClerkG:Guest下一頁hadthetablereservedmorethanwelcometakeaseatandhavesomedrinkshaveyouseatedPracticeTheguest'snameisLindaChen.ShecallsthehoteltomakeabookingatFreshrestaurant.It'sfor2peopleat7:00p.m.onFridayMarch18th.Youtakethereservationandasksomequestions.Finally,youconfirmthebooking.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:Aguestphonesarestaurantandwantstoknowwhattimetherestaurantopens.Hewantstoreserveatableforsixat7p.m.Buttherearenotablesfreeuntil8:30p.m.Youtakethephoneorderanddealwiththeproblem.Task2SupplementaryReadingTakingRestaurantReservations餐廳預(yù)訂ServiceContent服務(wù)內(nèi)容-RestaurantReservationisanintegralpartofoperationsatanyfinediningrestaurant.Advancereservationsprovideanopportunitytoavoidsurprisestobothcostumersandtherestaurantmanagement,andatoolforeffectivetablemanagement.餐廳預(yù)訂是任何一家高級餐廳經(jīng)營中必不可少的一個部分。提前預(yù)訂為賓客和餐廳管理者提供一個避免意外的機會，也是有效的餐桌管理工具。-Receivingphonecallsforrestaurantreservationandfillingoutorderformscorrectly.接聽餐廳預(yù)訂電話，并正確填寫預(yù)訂表單。-Beingfamiliarwithallkindsoffoodanddrinksandpossiblechanges.熟悉各種食品和飲料以及可能發(fā)生的變化。-Confirminggroupreservation15minutesaheadofgroup'sarrival.在團隊抵達前15分鐘對預(yù)訂進行確認。-Deliveringreservationinformationtorelevantdepartments.將預(yù)訂信息傳遞給相關(guān)部門。-Establishinggoodrelationshipswithguestsandpromotingnewdishesandserviceitemsskillfully.和賓客建立良好關(guān)系，熟練地推銷新菜和服務(wù)項目。-Recordingguests'feedbackandmakingpropersuggestionstomanagersincharge.記錄賓客反饋，并向主管經(jīng)理提出適當?shù)慕ㄗh。ServiceStandards標準-Memorizethespecializedtermsandexpressions.記住專業(yè)術(shù)語及表達。-Listtypesoftablereservation.列舉訂桌類型。-Understandthebasicrulesofbookingatable.了解餐飲預(yù)訂的基本規(guī)則。-Learntocommunicatewiththeguestineffectiveway.學(xué)會運用有效的方式與客人溝通。ThankYou謝謝Project2ChineseRestaurant01WordsandExpressions02Usefulexpressions03StandardOperationProceduresofTableService04Dialogueexamples05Conversationpracticecontents行業(yè)PPT模板/hangye/06SupplementaryReadingcomplimentary adj. 免費贈送的onthehouse 由店家負擔費用；免費satisfactory adj. 令人滿意的checkthebill 確認賬單expect v. 期望privateroom 包廂various adj.各種各樣的；不同的tableware n. 餐具cooler n. 冷藏箱majorcuisine 主要菜系briefly adv. 簡要地selection n. 選擇rawmaterial 原材料domestic adj. 國內(nèi)的light adj. 口味清淡的well-knownadj.著名的；眾所周知的recommendationn. 推薦spicy adj. 辣的Mandarinfish 鱖魚LazySusan 旋轉(zhuǎn)餐盤garlicsauce 蒜蓉醬farewell n. 告別WordsandExpressionsUsefulExpressions1.MayIservenow?2.Nowyoursecondcourseiscoming.3.Ihopeyou'veenjoyedyourselves.4.Pleasetakeyourtimeandenjoyyourselves.5.Idoapologizeforgivingyouthewrongdish.Iwillchangeitimmediatelyforyou.6.Itiscomplimentary.7.Wouldyoulikeahighchairforyourbaby?8.Thatwouldbeonthehouse.9.Areyouenjoyingyourmeal?10.Howwouldyoulikeyourdinner?Ihopeeverythingissatisfactory.11.Wearegladthatyoupointedoutthistous.12.MayIaskyoutojustcheckthebillandsignhereifeverythingiscorrect?UsefulExpressions13.Iwillreserveatableontheterraceforyou.14.Awaiterwillbealongsoontotakeyourorder.Enjoyyourmeal!15.TherearemanystylesofChinesefood,likeCantonese,Shandong,Hu'nan,Sichuan,andNorthernstyles.16.Icanalsorecommendastir-friedtofudishcalled'jiāchángdòufǔ'.Itisahomestyletofudishwithsomevegetables.17.HereisthePlainSteamedCrab.18.HereistheFriedBeefwithGreenPepperandOnion.19.We'vebeenexpectingyou,sir.20.Wouldyoupleasecomewithme/followme/comethisway?21.Wewillseatyouverysoon.22.Wouldyouliketositnearthewindow?23.Pleasetakeyourseats.StandardOperationProceduresofTableService1.Meet,greetandseattheguest-Greetguests-Acknowledgereservation-Identifyandacknowledgethehost-Selectappropriatemenus/winelist-Leadguesttotable-Presentthemenu/winelisttohost-IntroducewaitertohostStandardOperationProceduresofTableService2.UnfoldNapkin3.UnwrapChopsticksEnvelope4.ServeTowels5.ServeTea6.ServeSoyaSauce7.BeverageOrder

-Havebeveragelistsavailableonrequest

-Usesuggestiveselling

-Takeorderaccurately

-Offerrecommendations

-Repeatorder

-Placeordertobaraccurately

-GetdrinksfromservicebarStandardOperationProceduresofTableService8.Explainfoodspecials9.Servebeverage

-Preparedrinksaccordingtostandardsrecipe

-Carrybeveragesonaservicetray10.Takefoodorder/Takewineorder

-Takeorderaccurately

-Repeatorder

-Placeordertokitchenaccurately11.Preparetableforfoodorder

-Placecorrectutensilsfordishes12.Servewine

-Presentwinetohost

-ServewineStandardOperationProceduresofTableService13.Servefood

-Servefoodincorrectorder

-Announcedishtoguestinaclearandaudiblevoice.However,donotinterruptifsomeoneisspeakingtoallguestsatthetable.

-Checktoensurealldishesareserved

-Checkqualityoffoodandservice14.Clearfood

-Askforcomments

-Moveallunnecessaryitemsfromthetable15.Servetea16.Servetowels17.Servedessert/fruit

-AnnouncedishtoguestinanaudibleandvoiceStandardOperationProceduresofTableService18.Prepareandpresentbill

-Billreadyatservicestation

-Ensurebilliscorrect

-Presentbilltohost

-Ensurethebillpaymentorcashiscorrect19.Farewellguest

-Pullchairs

-BidfarewellScene1:SeatingtheGuestswithaReservationU:Goodevening,ladiesandgentlemen.WelcometoSun&MoonRestaurant.Doyouhaveareservation?G:Yes,Wehaveareservationforatablefor10Mr.Smith.U:Justamoment,please.Letmecheckthelist.Yes,wedohaveareservationunderMr.Smith.Thisway,please.We'vegotwithalazySusanforyou.G:That'sgreat.Thankyou.U:Hereweare.Ihopeyoualllikeit.G:Great!Thanksalot.U:Pleasetakeyourseats.Hereisthemenu.Yourwaiterwillrightaway.G:Thanks.U:UsherG:GuestsunderthenameofanicewindowtablebewithyouScene2:OneMoreSetofTablewareG:Waiter,comehere,please!W:WhatcanIdoforyou?G:We'llhaveonemorefriendherelater.Couldyoupleaseprovideuswithonemore?AndI’dliketoordersomemoredishesanddrinks.W:Certainly.Hereisthemenu.(Afteramoment.)W:Hereisthetablewareyouwant,andwhatwouldyouliketoorder?G:IhearthattherearemanyregionalcuisinesinChina,aren'tthere?W:Rightyouare.Thereare.G:Whatarethey?W:TheyareShandongcuisine,Guangdongcuisine,Sichuancuisine,andHuaiyangcuisine.G:Oh?Wouldyoupleasebriefly?W:WaiterG:Guestsetoftableware下一頁fourmajorcuisinesintroducethemtomeScene2:OneMoreSetofTablewareW:Well,generallyspeaking,Shandongcuisineisfamousforitswideselectionofmaterialsanduseofdifferent.Therawmaterialsaremainlydomesticanimalsandbirds,seafoodandvegetables.Guangdongcuisineis.ThefamousspecialtiesofthesetwoareRoastBeijingDuckandRoastSucklingPig.G:HowaboutHuaiyangcuisine?W:Huaiyangcuisineisitscuttingtechniqueandoriginalflavor.DriedBeanCurdShredsinChickenSoupismanyHuaiyang

Chef'srecommendation.G:ItissaidthatSichuancuisineisveryhotandspicy,isn'tit?W:Yes.MostSichuandishesareveryhot.Theytastequitedifferent.G:Really?Iwanttotryallofthefourcuisines.Soforme?W:FriedMandarinFishinSquirrelShape,DongpoPork,SugarCandyLotusSeeds,FriedPrawnswithPepperSalt,andRoastBeijingDuck.W:WaiterG:Guest上一頁cookingmethodslightandfreshwell-knownforwhat'syourrecommendationScene2:OneMoreSetofTablewareG:Thankyouverymuch.Theysoundgreatandinteresting.We'dliketohaveaRoastBeijingDuck,FriedMandarinFishinSquirrelShape,SugarCandyLotus,andFriedPrawnswithPepperSalt.Wewanttogettwovegetablestoo,EggplantwithGarlicSauce,andStir-friedGourdwithGarlic.W:Whatwouldyouliketodrink?G:Iwanttotry.W:HowaboutTsingtaobeer?Itisverypopularhere.G:Iwilltakeit.W:OK,pleasewaitamoment.Thecoursesarecoming.G:Thanksalot.W:Youarewelcome.W:WaiterG:Guest上一頁someChinesebeerPracticeYouarehavingdinnerwithyourfriend.Yourfriendlikeshotandspicyfood.Askthewaitertorecommendtherestaurant'sspecialties.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:TwoforeignershaveorderedsometraditionalChinesedishes.Theyaskthewaitertoexplainthedishesforthem.Task2SupplementaryReadingChineseRestaurantPrivateRoomService中餐廳包廂服務(wù)ServiceContents服務(wù)內(nèi)容-Ensurethattheprivateroomandtheworkareaiscleanatallthetimes.保證包廂和工作區(qū)域所有時間的整潔。-Prepareprivateroom/stationlayoutforfunctionservice.為宴會服務(wù)做好包廂及工作臺陳設(shè)的準備。-Takeandprocessfoodandbeverageorders.接收并傳遞餐飲訂單。-CarryoutOutletServiceinaccordancewiththeServiceofSequence.根據(jù)規(guī)范的服務(wù)程序提供餐廳服務(wù)。-ServeFood&Beverageinafriendlyandprofessionalmanner.以友好、專業(yè)的態(tài)度提供餐飲服務(wù)。-Coordinatewiththekitchenandmakearrangementsforguestswithspecialneeds.與廚房協(xié)作，為有特殊需求的客人做好安排。-Obtainandrecordfeedbackfromguestsregularly.定期收集并記錄客人反饋意見。Presentandfinalizedaccounts.提交并完成賬目。Farewelltheguest.送別客人。ServiceStandards標準Wearappropriateuniformsforthearea,assuppliedbythehotel.在工作區(qū)域穿著酒店提供的制服。Goodcommandfoodproductandmenuknowledge.熟悉餐飲產(chǎn)品和菜單知識。Goodknowledge&understandingofFoodPreparationStandard&Procedure.熟知理解所有食品準備的標準和程序。Torememberandaddressguestsbytheirnames.記住并稱呼客人的姓名。Knowandrecognizeregularguestsandtheirneeds.記住?？秃退麄兊男枨蟆obeempoweredtohandlespecialrequestsandfeedbackfromguests.有權(quán)處理客人的需求及反饋。Takeappropriateactiontoresolveguestcomplaints.采取合適的措施解決客人的抱怨。Sellthehotel'sproductsandservicesusing-sellingandsuggestivesellingtechniques.使用建議性銷售技巧銷售酒店的產(chǎn)品與服務(wù)。ThankYou謝謝Project3WesternRestaurant01WordsandExpressions02Usefulexpressions03StandardOperationProceduresofBuffetTableSet-up

04Dialogueexamples05Conversationpracticecontents行業(yè)PPT模板/hangye/06SupplementaryReadingdessert n. 甜點include v. 包含，包括deep-fried adj. 油炸的T-bonesteak T型骨牛排afterwards adv. 后來，然后set-up n. 布置tentcard 餐牌toaster n. 烤面包機electricalequipment 電器maincourse 主菜hamburger n. 漢堡dressing n. (拌色拉用的)調(diào)料醬vanilla adj. 香草味的soldout 售空，沽清roastlamb 烤羊肉Scotchsalmon 蘇格蘭大馬哈魚bakedpotato 烤土豆WordsandExpressionsUsefulExpressions1.TheAllDayDiningRestaurant(ADD)isonthesecondfloorofthehotel.2.Iwillbringyourdessertsandcoffeetoyouinamoment.3.Iamsorry,Sir.Thepackageforyourroomrateonlyincludesonebreakfast.4.Topreparethepizzawilltakearound30minutes.5.Wouldyouliketotryourbuffet,ordoyoupreferalacarte?6.MayItakeyourordernow?7.Excuseme.MayItaketheplatesaway?8.Wouldyoulikeahighchairforyourchild?9.Howwouldyoulikeyoursteakcooked?10.Wouldyouliketoorderdessertnoworafterwards?UsefulExpressions11.Willyoupaybycreditcardorputitonyourhotelbill?12.Pleasecheckthebillandsignhereifeverythingiscorrect.13.Youcansitwhereyoulike.14.Yourtableisreadynow.Pleasefollowme.15.Wouldyoumindsharingatable?16.Nowthereisatableavailableinthenon-smokingsection.Thisway,please.17.Yourwaiterwillbewithyourightaway.Waitaminute,please.18.Here'sthemenu.Awaiterwillcomeforyourordersoon.19.I'msorry,thattableisalreadyreserved.StandardOperationProceduresofBuffetTableSet-up1.Preparefood,enoughutensilsandensureplaceistidyandneat.2.Keeptentcardsconsistentlycleanwithdishnamesatalltimes.3.Placestandardandconsistentservicewaresforservingfood.4.Ensureplatesarecoldforcoldfood.5.Confirmhotplatesareavailablethroughouttheservicetime,forhotdishes.6.Makesureallelectricalequipmentisingoodworkingcondition,suchasicecreammachine,toaster