Chapter 3 Food and Beverage Department餐饮部概要1.ppt

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