饭店英语 教学课件 作者 李佳 主编 management2.pptVIP

尚辅网 尚辅网 C=Clerk G=Guest M=Manager G: Hello, waiter! C: Yes, sir._____________? G: The fried chicken is too _______. You should go easy on salt. C: I’m sorry to hear that _________________? G: I’m __________ we don’t have time to wait. C: Just a moment, sir. I’ll call the manager to _____. M: _____________________. Sorry to hear that you are not ___________ with the fried chicken. And you are pressed for time. Can we serve you an Assorted Seasonal Fruits? It’s on the _______________. C: No. Just ___________ the fried chicken and take it from our ______. Role play Situation 1: Mr. Brown is having his lunch in a western restaurant. He complains that his steak is overcooked. Make the dialogue between him and the clerk. Thank you for your attention! * * 尚辅网 尚辅网 尚辅网 Teaching Objectives 1 2 3 To master the right way to deal with the complaints To know the categories of the complaints in the restaurant To know the basic etiquette while dealing with the complaints 尚辅网 complaints to the wrong bill complaints to the dishes complaints in the restaurant: Basic Information complaints to the service complaint to the bad smell complaint to the wrong dish complaint to the speed of serving dishes complaint to sanitation of the restaurant 尚辅网 Service procedure apologizing to the guest first. listening carefully to the guest’s complaints looking into the matter. solving the problem immediately show the gratitude for the guest’s understanding. 尚辅网 How to Express 1. Please accept my apology on behalf of the hotel./ I’m sorry sir/(madam), but I’ll see what I can do. I do apologize for that, sir/(madam). I apologize for what has happened on behalf of our restaurant./ I’m sure she didn’t mean to annoy you./ There must have been some misunderstanding./ I’m so sorry to hear that. 2. It has a strong smell./ I don’t think I’ll have any appetite for lamb./ We have been sitting at the table for a quarter, but the dishes we ordered haven’t been s