酒店英对语之餐饮部.ppt
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1、Topic 1,A Reservation Call for a Table,Task preparing,Task completing,Further development,Learning objectives,Task presenting,Assignments,Learning objectives,Students are required to 1. learn some important words and phrases: booking, guarantee, appreciate, be assured, have a check, look forward to;
2、 2. learn how to deal with the reservation call for a table in the restaurant.,电话预定 无论在中国还是西方国家,通过电话预定作为已是司空见惯的事。稍具规模的餐厅一般都接受电话订位。有的档次较高的餐厅或生意特别兴隆的餐厅则一定要事先订位。而在西方,比较高级的餐厅都必须事先以电话订位。 电话英语服务礼仪 1)铃响三声之内接起电话。使用标准服务用语, “Good morning/afternoon/evening. This is *Restaurant. * speaking. May I help you?”(早上好
3、/午安/晚上好!*餐厅,我是*。请问有什么可以为您效劳?) 2)超过三声应向客人致歉, “Sorry to have kept you waiting.”(对不起,让您久等了。),Task presenting,3)尽量不要让客人空等电话。需要查询时,询问客人是等候还是在特定时间打回电话 “Please hang on a minute. Ill check it for you.” (我帮您查一下,请稍等。) “Would you like to wait a moment or let me call you back later?”(请问您是稍等,还是待会儿我打回电话给您?) 4)信息记
4、录完成后向客人复述一次, “May I repeat your orders for you?”(我重复您的订单好吗?)然后请客人确认,并再次询问客人还有什么补充的 “Is there anything else?,Task presenting,5) 听不懂或者听不清时,应请客人重复, “I beg your pardon?” (请再说一次。) “Sorry, can you repeat it?” (抱歉,请您再说一次。)或者请经理来听“Could you wait a moment? I will ask our manager to talk with you.” (您稍等好吗?我请经
5、理来和您谈。)千万不要瞎猜,以免误会客人的意思。 6)接打电话时要保持正确的姿势,集中精力回答电话,不能一边吃东西一边讲话;说话的时候要慢而清晰,并始终保持微笑。 7)通话结束,无论是否达成预定都应礼貌地向客人致谢,“Thank you for calling. We look forward to having you with us.” (谢谢您致电本店,希望能够再次为您服务!),Task presenting,1. 预定 a. be closed 2. 靠窗的桌子 b. check 3. 包厢 c. a table by the window 4. 非吸烟区 d. guarantee 5
6、. 核查 e. be open 6. 保证 f. a private room 7. 营业 g. non-smoking area 8. 打烊 h. reserve,Task preparing,Word matching,1. Direction: Listen to the dialogue and answer the following questions. 1) When will the guest arrive? 2) How many people in the party? 3) What kind of table does the guest want? 4) What
7、is the name and phone number of the guest? 5) How long will the restaurant keep the table?,Task presenting,G=Guest C=Reservation Clerk C: Good afternoon. Flower Restaurant. (1) ? G: Id like to reserve a table for the dinner on Valentines Day, please. C: Certainly, sir. (2) , please. G: Two, my wife
8、and I. C: (3) , sir? G: Around 8:00 p.m C: I see. Would you like a table in the main restaurant or in a private room, sir? G: A private room, please.,2. Direction: Listen to the dialogue again and supply the missing information.,C: Certainly, sir. Well have Rose Hall reserved for you, will that be f
9、ine? (4) , please? G: Sure, Its Ramsay, and my cell phone number is 13789014598. C: Mr. Ramsay, 13789014598thank you. By the way, we can only (5) your room (6) l9:00 p.m., since that will be the peak season. G: O.K., I see. C: Id like to (7) : Rose Hall for Mr. Ramsay on Valentines Day; arrival time
10、, around 8 p.m.; cell phone number, 13789014598. Is that correct? G: Exactly, thank you. C: We (8) (9) you, Mr. Ramsay. (10) .,Tape script,Tape Script,G=Guest C=Reservation Clerk C: Good afternoon. Flower Restaurant. May I help you? G: Id like to reserve a table for the dinner on Valentines Day, ple
11、ase. C: Certainly, sir. For how many people, please. G: Two, my wife and I. C: At what time can we expect you, sir? G: Around 8:00 p.m. C: I see. Would you like a table in the main restaurant or in a private room, sir? G: A private room, please. C: Certainly, sir. Well have Rose Hall reserved for yo
12、u, will that be fine? May I have your name and telephone number, please? G: Sure, Its Ramsay, and my cell phone number is 13789014598. C: Mr. Ramsay, 13789014598thank you. By the way, we can only reserve your room till 9:00 p.m., since that will be the peak season. G: O.K., I see. C: Id like to conf
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