资源简介

(共72张PPT)
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 → Greeting the Guests (with Proper Smile) → Enquiring (Check the reservation record to see if there is a reservation. Arrange a table for some guests without a reservation.) → Showing Guests to Their Table → Helping and Having the Guests Seated → Presenting the Menus → Informing (Tell the guests the restaurant server/waiter/waitress will be with them soon.) → Expressing Appreciation and a Pleasant Evening/Meal
New Words and Expressions
1. hostess n. 女领台员，迎宾员
2. menu n. 菜单
3. order n. 定购，点单
4. have someone seated 安排某人入座
Useful Words and Expressions
1. under the name of 以……的名义
2. pull out 拉出
3. take one’s seat 坐下
4. take one’s order 为某人点菜
5. take one’s time 别着急，慢慢来
6. step this way 这边走
7. present 呈递
8. arrange 安排
9. share a table with someone 与某人拼桌
10. no problem 没问题
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
A new member of staff has just been employed. She doesn’t like the material that the uniform trousers are made of, which you all have to wear. Neither do you. She suggests, as only you two will be in the food service area for the next shift that you wear your own trousers.
1. What would you like to do
2. What are you going to do Why？
Section E Summary总结
In this unit, we have talked about the knowledge of greeting and seating customers, the common procedures and the order in which menus are presented in restaurants.
Generally speaking, it is the restaurant’s hostess or head waiter who takes full responsibility for the whole operation. They should have mastered the use of English language used in the workplace and should always smile to greet and seat guests politely and efficiently.
Unit 3 Serving in a Chinese Restaurant
中餐厅服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Introduce or recommend food and beverage.
2. Offer good service to customers.
3. Acquire communication skills.
4. Know how to deal with complaints.

Working Procedures工作程序
Greetings → Introducing Food and Beverage → Recommending Food and Beverage → Taking an Order → Making Payment → Expressing Appreciation
Useful Words and Expressions
1. cold dish 冷盘
2. assorted appetizers 拼盘
3. steamed fish 清蒸鱼
4. fried pork fillet slices with leeks 葱爆里脊
5. stewed large pork ball with brown sauce 红烧狮子头
6. fried sliced beef with green chili pepper 青椒牛肉片
7. instant boiled sliced mutton 涮羊肉
8. spicy sliced hare 五香兔肉
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
At the Restaurant
Mary Weston is a very important customer at the hotel. She stays at the hotel at least once a week when she comes to Shanghai on business.
It’s 8 a.m. and Mary has come down to have breakfast before her busy day begins. Jeffrey Brown, the Restaurant Manager, greets Mary at the buffet. He wishes her a good day and continues with his duties. As part of his job, Jeffrey discreetly watches all the restaurant guests to ensure they are comfortable and being attended to. He notices Mary Weston appears to be content sipping her tea while reading the morning paper.
Then all of a sudden he hears some shouting coming from Mary Weston’s table. She is complaining loudly to the waiter about the service and the food.
Discussion:
1. Have you ever had a similar experience How did you handle it
2. Suppose you are Jeffrey Brown. How would you handle Mary Weston’s complaint
Section C Practical Tips小贴士
Section E Summary总结
In this unit, we have learned how to introduce or recommend food and beverages, and offer good service to your customers. We have also learned how to acquire communication skills while serving your customers. As a waiter or waitress in the hotel restaurant, he or she should keep smiling, be polite, be patient, be eloquent, be knowledgeable and skillful.
Unit 4 Serving in a Western Restaurant西餐厅服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Know the features of western food and beverage.
2. Be familiar with the classification of western food, beverage, food service and menu styles.
3. Master the service sequencing and service skills.
4. Learn about tableware and place settings in the western restaurant.
5. Master a good working knowledge in English.
6. Solve problems that may occur while serving in the western restaurant.
Working Procedures工作程序
Greeting and Taking Orders → Serving Customers’ Orders→ Clearing during the Meal →Checking Satisfaction → Taking Payment for Food and Drinks→ Bidding Farewell to the Guests
New Words and Expressions
1. continental adj. 欧洲大陆的
2. grapefruit n. 葡萄柚
3. oatmeal n. 燕麦片
4. porridge n. 粥
5. Danish adj. 丹麦的，丹麦人的
6. pastry n. 油酥面团，酥皮点心
7. croissant n. 新月形面包，牛角包
8. appetizer n. 开胃菜
9. salmon n. 鲑鱼，大马哈鱼
10. pickle adj. 腌渍
11. cucumber n. 黄瓜
12. salad n. 色拉
13. course n. 一道菜
14. mash v. 将某物捣成糊状
15. medium adj. 中间的，中等的
Useful Words and Expressions
1. recommend 推荐
2. aperitif 开胃酒，餐前酒
3. cereal 谷类食物
4. dessert 甜点
5. specialty 招牌菜
6. light 清淡的
7. spicy and hot 辛辣的
8. soup of the day 例汤
9. soup du jour 特惠汤
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
It is very busy during lunchtime in your restaurant and a party of six has made their own way to a table. They have been given the wrong menu and an order has been taken by a new staff who is trying hard to help out.
1. Why did this problem happen What is the correct procedure of service when customers enter the restaurant
2. What immediate actions should be taken
Section E Summary总结
In this unit, we have talked about breakfast service and the correct sequence for table service. It is important for all restaurant staff to develop a sound knowledge of each dish on the menu so they can offer assistance to the customers as necessary, while taking orders in an organized and efficient manner. As the restaurants staff should be able to operate within healthy and safe environment that meet security requirements and serve customers’ orders proficiently.
Unit 5 Serving in a Korean Restaurant韩式餐厅服务
Training Objectives实训目标
After learning this unit, students will be able to：
1. Recommend Korean food and beverages.
2. Offer good service to customers.
3. Acquire the procedure of receiving the guest who is going to make payment.
4. Master the English names of Korean dishes.
5. Know some cultural information about the Korean food.
6. Deal with customers’ complaints.
Working Procedures工作程序
Greeting the Guest → Asking the Guest if They are Ready to Order → Recommending or Introducing Dishes to the Guest →Writing Down the Dishes that the Guest Ordered → Confirming the Dishes that the Guest Ordered → Politely Asking the Guest to Wait→Serving during the Meal→Taking Payment→ Expressing Appreciations and Wishes
New Words and Expressions
1. kimchi n. 泡菜
2. rice in stone pot 石锅拌饭
3. seaweed soup 紫菜汤
4. crispy chicken ginseng soup 人参鸡汤
Useful Words and Expressions
1. flavor 风味
2. spicy 辣的
3. Crispy Chicken ginseng soup 爽口参鸡汤
4. bibimbap 拌饭
5. kimchi stew 泡菜汤
6. bulgogi 韩国烤肉
7. songpyeon 松糕
8. Korean miso soup 大酱汤
9. rice cake 米糕
10. jungol 石头火锅
Section C Practical Tips小贴士
I. Some tips for a waiter or waitress
1. Remember the name of different dishes.
2. Do not make a mistake of baking tray (烤盘) when serving the guest.
Do not bring the wrong serving tray of food when serving the serving the guest.
3. Remember the steps when serving Korean food.
Section E Summary总结
In this unit, we have learned how to take orders and offer good service to customers. We have also been shown how to acquire communication skills while serving customers. As a waiter or waitress in the hotel restaurant, he or she should keep smiling, be polite, patient, eloquent, knowledgeable and skillful.
Unit 6 Serving in a Japanese Restaurant日式餐厅服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Recommend Japanese food and beverages.
2. Offer good service to customers.
3. Master the English names of Japanese dishes.
4. Know some cultural information about Japanese food.
5. Deal with customers’ complaints.
Working Procedures工作程序
Greeting → Seating Guests→ Taking Orders →Serving Japanese Food → Taking Payment→ Expressing Appreciations and Wishes
Useful Words and Expressions
1. Fish Bone and Grilled Meat Sauce 味噌烤肉酱
2. Assorted Sushi Roll 什锦寿司卷
3. Ham and Cheese Salad 生火腿干酪卷色拉
4. Roasted Sushi and Duck Meat in Bamboo Slip 烧竹简及鸭片伴寿司
5. Braised Button Mushroom with Crab Sticks 蟹柳扒鲜草菇
6. Sushi Rice Packaged in Egg Pancake 茶巾寿司
7. Bean Curd Bag 大福袋
8. Bean curd Sheet Sushi 豆腐皮寿司
9. Salmon Salad 鲑鱼生鱼片沙拉
10. Conger Eel and Chicken Soup 海鳗鸡骨汤
Useful Sentences
Waiter/Waitress
Customer
Offering Service
1. How is everything
2. Would you like to order now
3. Would you like something else
4. Would you please sign your name here, sir
5. It’s my pleasure.
6. Have a nice day.
1. Would you please pack half a kilo for us
2. That sounds good.
3. We will have that.
4. That’s correct.
5. What is the house specialty
6. Do you have any specials today
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
A Fly in a Dish
I went to a restaurant last Saturday. It shocked me to find a fly in a dish
during our meal. I could hardly bear it. I felt sick. If this happens again, I am
convinced that no one will come here to eat anymore.
1. Have you had a similar experience How did you handle it
2. Suppose you were the waiter, what would you say to the customers
Section C Practical Tips小贴士
I. Introduction to Japanese Food
Soba noodles are native Japanese noodles made of buckwheat flour or a mixture of buck wheat and wheat flour. They can be served cold or hot and with various toppings.
Sashimi is raw seafood. A large number of fish can be enjoyed raw if they are fresh and prepared correctly. Most types of sashimi are enjoyed with soya sauce and wasabi.
Sushi is a food of Japanese origin consisting of cooked rice combined with other ingredients. Sushi presentations may vary, but the ingredient which all sushi have in common is rice. The largest ingredient used is seafood.
Section E Summary总结
In this unit, we have learned the steps of serving Japanese food. We have also been shown how to acquire communication skills while serving your customers. As a waiter or waitress in the restaurant, he or she should keep smiling, be polite, patient, knowledgeable and skillful.
Unit 7 Serving in a Thai Restaurant
泰式餐厅服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Recommending Thai food and beverages.
2. Offer good service to customers.
3. Know some cultural information about Thai food.
4. Deal with special requirements or difficult complaints.

Working Procedures工作程序
Greeting Guests →Seating at the table →Being Ready to Take Guests Orders→ Recommending Dishes → Writing down the Dishes Guest Ordered → Confirming the Dishes Were Ordered → Taking Payment → Expressing Appreciations and Wishes
New Words and Expressions
1. Kai Yang 烤鸡
2. Tom Yam Kung 泰式酸辣虾汤
3. Kluai Buat Chi 香蕉椰奶
4. Phat Thai 泰式炒面
5. Som Tam 青木瓜沙拉
Useful Sentences
Waiter/Waitress
Customer
Offering Services
1. May I recommend the ….
2. Would you like to order now
3. Today’s special is very good.
4. Am I correct
5. It is the most popular dish.
6. Any soup with that
7. Will you have anything to drink
8. One moment please, your dishes will be served soon.
1. What do you recommend
2. That sounds good.
3. We will have that.
4. That’s correct.
Section C Practical Tips小贴士
I. Features of Thai Food
Since Thailand is located in the tropic’s, where the climate is hot, humid and muggy, a wide variety of vegetables and fruits flourish there. Sour (有酸味物), spicy, salty, sweet, and bitter tastes (微苦) are the five flavors featured in Thai food. The most common flavors are salty, sour, and spiciness with just a touch of sweetness. Fish fermented (鱼露) sauce and fresh herbal spices (香料) are commonly used in Thai cuisine. However, dried ingredients are less likely to be seen. Overall, the added local ingredients that make Thai food taste so special are Asian basil (九层塔), lemongrass (柠檬草), limes (青柠), chili and especially their coconut milk.
II. The Thailand Diet
The dining etiquette when having Thai food is to use spoons most of the time or just fingers when necessary. Thai people do not drink hot tea, their practice is to add a block of ice to the tea, making ice tea very popular. Under normal circumstances, they will not drink water. In juice drinks, they also add a little salt.
In fact the Thai people do not like favorite food to be too salt or too sweet. They also do not enjoy stewed dishes. In general, Thai people like their food fresh and spicy.
Section E Summary总结
In this unit, we have learned how to take Thai food orders and offer good service to our customers. We have also learned about some famous Thai food and how to acquire communication skills while serving our customers. We now can have the best restaurant service for guests when they come into the restaurant. We should keep smiling, be polite, be patient, be eloquent, be knowledgeable and skillful when we are serving the guests.
Unit 8 Serving in a Russian Restaurant
俄式餐厅服务
Training Objectives实训目标
After learning this unit, students will be able to：
1. Recommend Russian food and beverage.
2. Offer good service to customers.
3. Know some cultural information about Russian food.
4. Deal with special requirements or difficult complaints.
Working Procedures工作程序
Greeting Guests → Seating at the Table →Being Ready to Take Guests Orders → Recommending Dishes → Writing down the Dishes the Guest Ordered → Confirming the Dishes the Guests Ordered → Taking Payment → Expressing Appreciations and Wishes
New Words and Expressions
1. borscht n. 罗宋汤
2. mixed chicken salad 俄式拌香鸡沙拉
3. milk bass 奶汁鲈鱼
4. T-bone steak with black pepper 黑胡椒T骨牛排
Useful Words and Expressions
(1) Roast veal 烤小牛肉
(2) Ham steak 火腿扒
(3) Saute pork chop 嫩煎猪排
(4) Roast lamb 烤羔羊肉
(5) Lamb couscous 羊肉库司
(6) cold meat and sausage 冷肉拼香肠
(7) cold ham with vegetables 冷火腿蔬菜
(8) mixed meat jelly 什锦肉冻
(9) fish a la Russia 俄式煎鱼
(10) grilled fillet 铁扒里脊
Section B Handling Complaints/Case Discussion 投诉处理/案例讨论
A Reply Letter of Complaint
August 1, 2013
Dear Mr. White,
We fully understand the situation, and we admit it’s our mistake regarding your bill. Please accept our sincerest apology. We will return your overpayment, with a 20 percent discount. We appreciate your business and your understanding in this matter.
We hope this matter is closed and you will continue to visit our restaurant.
Respectfully,
Gary Zhang, Manager
Question: Suppose you were the manager, what are the important things you must say to a guest in the letter
Section C Practical Tips小贴士
Russian Menu
1. Red bowl full of winter comfort 俄式红菜汤
2. Milk bass / Braised prawns / T-bone steak with black pepper
奶汁鲈鱼/罐焖大虾/黑胡椒T骨牛排
3. Russian mixed with chicken salad / Fruit bread / Crisp French fries
俄式拌香鸡沙拉 / 果脯面包 / 脆炸薯条
4. Tiramisu cake in 2 copies提拉米苏蛋糕两份
5. Seasonal fruit platter in 2 copies时令水果盘两份
Section E　Summary总结
In this unit, we have learned how to take Russian food orders in a Russian restaurant and offer good service to our customers. We have also learned how to acquire communication skills while serving customers. As a waiter or waitress in the hotel restaurant, he or she should keep smiling, be polite, patient, eloquent, knowledgeable and skillful. And they must take the order for guests quickly.
Unit 9　Serving in the Beach Bar 沙滩吧服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Understand the five stages of service sequence and service process.
2. Know how to communicate positively, professionally and confidently.
3. Learn about the different products available in the bar.
4. Serve customers with the correct manner.
5. Know the main difference between types of beverages.
Working Procedures工作程序
Welcoming Guests→Escorting Guests→ Taking Orders→Serving Alcoholic and Non- alcoholic Drinks→Table Maintenances→ Taking Payment→Expressing Appreciations and Wishes
Useful Sentences
Waiter/Waitress
Customer
Offering Service
1. How may I help you
2. What kind of beer do you like best
3. We have Hoegaarden, tiger beer….
4. Women usually prefer wine.
5. What do you think of the beer
6. It is reported that the best time for women to have a glass of wine is about nine in the evening.
1. I’d like a bottle of beer.
2. What kind of imported beers do you have
Taking Payment
1. How would you like to pay
2. Would you like to pay in cash or by credit card
3. Certainly, may I have your room number
1. In cash.
2. By credit card.
3. Can I charge this to my room
Section B　Handling Complaints/Case Discussion 投诉处理/案例讨论
A guest drank too much; he spoiled the atmosphere in the bar, and created a bad feeling for everyone. Similar difficulties are caused by customers who feel frustrated, especially if this turns into anger or distress.
When you become aware of any negative feelings, or see the warning signs, what should you do How do you deal with it if a drunk starting singing loud at the bar
Section E　Summary总结
Most hotel beach bars now serve a wide choice of low alcohol and non-alcoholic drinks as well as snacks. In this section, we learned the procedures of serving drinks in a beach bar and you should have acquired the skills to solve problems that occur in a beach bar.
Unit 10　Room Service 送餐服务
Training Objectives实训目标
After learning this unit, students will be able to:
1. Take room service orders.
2. Offer good service to customers.
3. Acquire communication skills.
4. Know how to deal with complaints.
Working Procedures工作程序
Answering the Phone→Taking an Order→ Confirming the Order→Making Payment→ Expressing Appreciation
New Words and Expressions
1. chilled adj. 冰冻的
2. bacon stripe 熏肉片
3. cream of wheat 麦片粥
4. sunny side up 单面煎的
5. crisp adj. 脆的
Useful Words and Expressions
1. oatmeal 燕麦粥
2. macaroni 通心面
3. spaghetti 意大利面
4. minced chicken and corn pottage 鸡茸粟米汤
5. deep-fried dough sticks 油条
6. soybean milk 豆浆
7. rice noodles 米线
8. medium 半熟的
9. medium-well done 适中偏熟的
10. well done 熟透的
Section C　Practical Tips小贴士
A primary factor of a successful restaurant is the level of service that provided to the customer. The location, menu and marketing all play a part, but the most successful restaurants all have one thing in common. They provide customer service which exceeds their customer’s expectations!
Businesses that provide extraordinary customer service can improve their profitability（收益）, increase market share and will have customers who are willing to pay more for their products and services simply because of the extraordinary service they receive.
Improving customer service in your restaurant will help you make more money. It can also help you save money in advertising costs as your customers will become your most effective form of advertising.
If a restaurant is well running and service is above standard, then there should be a system for creating and introducing new dishes. During holidays or festivals by serving holiday specialties for that week. Regular customers and food lovers would enjoy the compliment. New ideas and dishes could increase the number of customers, improve restaurant sales and even get better reputation on the market.
Section E　Summary总结
In this unit, we have learned how to offer room service to your customers. We have also learned how to acquire communication skills while serving your customers. As a waiter or waitress in the hotel restaurant, he or she should keep smiling, be polite, be patient and helpful.

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