酒店英语unit 11 greeting the guest概要1.ppt

大连理工大学出版社 Unit 11Greeting the Guests Greeting the Guests 餐厅迎客服务 How to seat the guests 如何为客人引座 How to seat walk-in guests 如何接待未预订客人 How to deal with the fully-booked 如何处理餐桌已满的情况 Aims of Studying Watch and answer 1.How should we greet the guest? 2.How should we seat guests? 1.Working procedure When seeing the guests coming into the restaurant, the waiter/waitress greets the guests with: “Good afternoon/evening! Welcome to our hotel.” Then ask the guests if they have a reservation or not. A guest with a reservation: ask the name and direct the guest to the table A walk-in guest: ask for the number of the guests 当见到客人进入餐厅，服务生应问候客人：“下午好/晚上好，欢迎来到我们餐厅。”并询问客人是否有预订。 ■ The waiter/waitress greets the guests, pulls the chairs out for the guests, unfolds napkins and puts them on their laps. 服务生跟客人问候，为客人拉开桌子，摊开餐巾，放在客人膝盖上。 ■ After the guests take the seats, ask them: “Would you care for drinks first?” or “Would you like to try...?” 当客人坐好后，询问客人“想喝什么？”或“您是否想尝尝……？” 2.Useful skills 1. 见到客人应热情地表示欢迎“Good evening, welcome to ×× restaurant.”(晚上好,欢迎光临××餐厅?)如果是常客,应该能够称呼出客人的姓氏,如“Good evening, Mr. Nobel.” 2. 引客入座时,应询问“Do you have a reservation?”(您有预订吗?)“How many persons, please?”(请问有几位?) 3. 为客人引路,必须配合其速度,走在客人两三步之前带路(斜右前方约30度),并以手 势礼貌地作方向指引,“This way please.”途中若遇有台阶或特殊情况,应事先预告,“Mind your step, please.”以免客人在途中跌倒或发生意外?客人若带有小孩, 应该提醒客人照看好小孩,“Please take care of your children.” 4. 若餐厅客满,不得不让客人共用餐桌时,应事先征得双方的同意:“Would you mind sharing a table?”(您介意和别人共用一张桌子吗?) 5. 若因客满而不得不让客人等待时,可以说“I’m afraid all our tables are taken.”(恐怕我们已经客满?)“Would you mind waiting?”(您介意等一会吗?)并准确告诉客人 需要等待的时间“There will be about 15 minutes before your table is available.”(您大概还需要等待15分钟?)等到有空位了,就立即引客人入座“We are sorry for the delay.”(很抱歉耽搁了您的时间?)或者“Thank you for waiting.”(让您久等了?) Hot Tip Useful Knowledge 实用知识 Food and Beverage Manager 餐饮部经理 Chinese Restaurant Manager 中餐厅经理 Catering/Banquet Manager 宴会部经理 Restaurant Supervisor 餐厅主管 head