(
课件网) Chapter 3 Food and Beverage Department餐饮部 Unit 1 Taking Reservations 餐厅预订 Training Objectives实训目标 After learning this unit, students will be able to: 1. Answer the phone in a friendly and helpful manner. 2. Acquire basic knowledge regarding table reservations. 3. Get to know the working procedures of taking reservations. 4. Master good working knowledge in English. 5. Handle various service situations. Working Procedures工作程序 Answering the Phone → Getting Information → Making Confirmation about Reservations → Thanking the Guest for Making Reservations and Expressing Your Expectation to the Guest New Words and Expressions 1. reservationist n. 预订员 2. prefer v. 宁愿，更喜欢 3. special adj. 特殊的，特别的 4. requirement n. 需要，需求 5. non-smoking 非吸烟 Useful Words and Expressions 1. available 可得到的，可用的 2. unavailable 不可获得的，没有的 3. reserve 预订 4. aisle 走道、过道 5. a vacant/free table 空着的餐桌 6. confirm 确认 7. private room 包厢 8. look forward to 盼望，期待 Section B Handling Complaints/Case Discussion 投诉处理/案例讨论 Miss Stone wants to hold a welcome banquet for a client from her company Saturday evening. She is calling the Red Double Happiness Restaurant to make a reservation. As a clerk of reservation: 1. What are the main points you must be sure to make when taking a banquet reservation 2. For a large-scale or an important banquet reservation, if a face-to-face talk is suggested Section C Practical Tips小贴士 Ⅰ. Position Knowledge 1. Five types of reservations: face to face, telephone, fax, E-mail and Internet. 2. If the restaurant has a minimum charge (最低消费) or cover charge (茶位费), it should be made clear in advance to the person who is making the reservation. Ⅱ. Culture or Custom Knowledge 1. For a formal social banquet, it is necessary to make a reservation in advance. 2. It’s required by some luxury or popular restaurants to make a reservation before hand. 3. To avoid making guests feel embarrassed, you should explain to the guests politely that “proper dress” is required in some luxury restaurants. Section E Summary总结 In this unit, we have learned about the need for reservations and the working procedures of taking restaurant reservations. We have also explained how to complete a conversation and show hospitality. As a reservationist in the hotel restaurant, he or she should keep smiling, be friendly, be helpful, be patient and polite. Unit 2 Welcoming Guests 迎宾与餐桌引座 Training Objectives实训目标 After learning this unit, students will be able to： 1. Acquire basic knowledge of greeting and seating of guests. 2. Familiarize with the common procedure of receiving the diners and order of presenting menus. 3. Know how to direct the guests to their seats and present menus. 4. Master the English language used in workplace. 5. Solve problems that may occur while seating guests. Working Procedures工作程序 Smiling → Gree ... ...
