酒店英语之餐饮部

Topic1AReservationCallforaTableTaskpreparingTaskcompletingFurtherdevelopmentLearningobjectivesTaskpresentingAssignments

LearningobjectivesStudentsarerequiredto1.learnsomeimportantwordsandphrases:booking,guarantee,appreciate,beassured,haveacheck,lookforwardto;2.learnhowtodealwiththereservationcallforatableintherestaurant.

预定

无论在中国还是西方国家，通过预定作为已是司空见惯的事。稍具规模的餐厅一般都接受订位。有的档次较高的餐厅或生意特别兴隆的餐厅那么一定要事先订位。而在西方，比较高级的餐厅都必须事先以订位。

英语效劳礼仪

1〕铃响三声之内接起。使用标准效劳用语，“Goodmorning/afternoon/evening.Thisis***Restaurant.**speaking.MayIhelpyou?〞(早上好/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，“Sorrytohavekeptyouwaiting.〞(对不起，让您久等了。)

Taskpresenting

3〕尽量不要让客人空等。需要查询时，询问客人是等候还是在特定时间打回“Pleasehangonaminute.I’llcheckitforyou.〞(我帮您查一下，请稍等。)“Wouldyouliketowaitamomentorletmecallyoubacklater?〞(请问您是稍等，还是待会儿我打回给您？)

4〕信息记录完成后向客人复述一次，“MayIrepeatyourordersforyou?〞(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“Isthereanythingelse?

Taskpresenting

5)听不懂或者听不清时，应请客人重复，“Ibegyourpardon?〞(请再说一次。)“Sorry,canyourepeatit?〞(抱歉，请您再说一次。)或者请经理来听“Couldyouwaitamoment?Iwillaskourmanagertotalkwithyou.〞(您稍等好吗？我请经理来和您谈。)千万不要瞎猜，以免误会客人的意思。

6〕接打时要保持正确的姿势，集中精力答复，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，“Thankyouforcalling.Welookforwardtohavingyouwithus.〞〔谢谢您致电本店，希望能够再次为您效劳！〕

Taskpresenting1.预定

a.beclosed

2.靠窗的桌子

b.check

3.包厢

c.atablebythewindow

4.非吸烟区

d.guarantee

5.核查

e.beopen

6.保证

f.aprivateroom

7.营业

g.non-smokingarea

8.打烊

h.reserve

TaskpreparingWordmatching1.Direction:Listentothedialogueandanswerthefollowingquestions.

1)

When

willtheguestarrive?

2)Howmanypeopleintheparty?

3)Whatkindoftabledoestheguestwant?

4)Whatisthenameandphonenumberoftheguest?

5)

Howlong

willtherestaurantkeepthetable?

TaskpresentingG=GuestC=ReservationClerkC:Goodafternoon.FlowerRestaurant.〔1〕?G:I’dliketoreserveatableforthedinneronValentine’sDay,please.C:Certainly,sir.〔2〕,please.G:Two,mywifeandI.C:〔3〕,sir?G:Around8:00p.m..C:Isee.Wouldyoulikeatableinthemainrestaurantorinaprivateroom,sir?G:Aprivateroom,please.

2.Direction:

Listentothedialogueagainandsupplythemissinginformation.

C:Certainly,sir.We’llhaveRoseHallreservedforyou,willthatbefine?(4),please?(5)yourroom(6)l9:00p.m.,sincethatwillbethepeakseason.G:O.K.,Isee.C:I’dliketo(7)G:Exactly,thankyou.C:We(8)

(9)you,Mr.Ramsay.(10).

TapescriptTapeScriptG=GuestC=ReservationClerkC:Goodafternoon.FlowerRestaurant.MayIhelpyou?G:I’dliketoreserveatableforthedinneronValentine’sDay,please.C:Certainly,sir.Forhowmanypeople,please.G:Two,mywifeandI.C:Atwhattimecanweexpectyou,sir?G:Around8:00p.m.C:Isee.Wouldyoulikeatableinthemainrestaurantorinaprivateroom,sir?G:Aprivateroom,please.C:Certainly,sir.We’llhaveRoseHallreservedforyou,willthatbefine?MayIhaveyournameandtelephonenumber,please?G:O.K.,Isee.G:Exactly,thankyou.C:Welookforwardtoservingyou,Mr.Ramsay.Thanksforcalling.Languagepoints1.对话中I’dliketoreserveatableforthedinneronValentine’sDay,please.Reservevt.1).储藏,保存;保存[(+for)]Theseseatsarereservedforspecialguests.这些座位是为特别的来宾保存的。Wewillreservethemoney;wemayneeditlater.我们将把这笔钱存起来,也许以后用得着。2).预约,预订Theyhavereservedroomsatahotel.他们已预订了旅馆房间。Ihavereservedatableattherestaurant.我已在饭店预订了一桌菜。

2.对话中Atwhattimecanweexpectyou,sir?Expectvt.1).预计...可能发生(或来到);预料;预期[+(that)][+to-v]HeexpectedtofinishtheworkbyMarch.他预期三月份完成这项工作。Weexpectedthatyouwouldsucceed.我们预计你会成功的。2).期待;等待;盼望I'llexpectyouforsupperatsixo'clock.我六点等你吃晚饭。3).认为理应得到;指望;要求[(+from)]Don'texpecttoomuchofhim.别对他期望过高。Theprofessorexpectedrespectfromhisstudents.教授认为学生理应尊敬他。4).想;认为[W][Y][+(that)]Iexpectyouareright.我想你是对的。

3.在对话中I’dliketoconfirmyourreservationconfirmvt.1.证实;确定[+(that)][+wh-]Hisletterconfirmedeverything.他的信证实了一切。2.坚决;加强Thelatestdevelopmentsconfirmedmeinmybelief.最新的开展使我坚信我的信仰。

Acceptingareservation1)Howmanypeoplearethereinyourparty?/Forhowmanypeople,please.2)Atwhattimewouldyoulikeyourtable?3)MayIhaveyournameandphonenumber,please?4)Isthereanythingspecial?Direction:Recitethefollowingusefulexpressions.Givinginformationabouttherestauranthours

1)We’reopenaroundtheclock./We’reopen24hours.2)Weshallkeepyourtableforonehour.3)A10%discountwillbeofferedtothoseholdingaVIPcardissuedbyourrestaurant.RefusingareservationI’msorry,therearen’tanytablesleftfor(time),butwecangiveyouatableat(time).I’msorry,therestaurant’sfull.Sorry,wedonothavereservationserviceformorningtea.1.Translation:EnglishtoChinese.1)Justamoment,please.I’llchecktheavailabilityforyou.2)Wouldyouliketomakeareservationatanothertime?3)Wehopewe’llhaveanotheropportunitytoserveyou.4)Howmuchwouldyouliketospendforeachtable?5)Howwouldyoulikeustoarrangethetables?TaskcompletingroleplayDirection:Workoutthedialoguesbasedonthegivensituations.

Situation1:AcallfromMr.Huangforatablefordinnerthisevening,butthisisthepeakseasonandyourrestauranthasbeenfullybookedtodayandyouadvisehimtochangethebookingtime.roleplay

Situation2:AcallfromMr.Bakerfortwotablesfortwentypeopletocelebratehisbirthdaytomorrowevening,afterchecking,youtellhimyoucanaccepthisreservation,andyoualsotellhimthatadepositofUS$20isrequiredtosecurehisbooking.

Situation3:AcallfromtheEnglishDepartmentforfourtablesforfortyteachers.Thedinnerpartywillbefrom8:30intheeveningtill11:30.roleplayroleplayFurtherd