酒店实用英语unit_10_Booking_a_Table教材教学课件.pptVIP

Sub-module 10 Booking a Table “工学结合新思维”高职高专财经类十二五规划系列教材 Professional Competence Competence Objectives: --how to take and accept a reservation by phone --how to ask for the special requirements and offer help --how to solve the possible problems in a reservation satisfactorily Contents Job Knowledge and Experience 1 Sample Cases 2 Technical Training 3 Introduction to Hotels 4 Job Knowledge and Experience If you want to be an operator who is responsible for taking reservations in the restaurant, please Keep the following guidelines in your mind: Show courtesy and enthusiasm during your entire service by using appropriate expressions such as “Good morning/afternoon/evening. This is ** Restaurant. May I help you?”, “You can be assured that we’ll try our best.”, “Thank you for calling. We look forward to having you with us.”; Note the name of the guest or the party exactly. If necessary, you should write down the spelling of each name; Job Knowledge and Experience Request the date and the sit-down time. If the date or time is booked, offer an alternative to your guest; Get the phone number of your guest for reconfirmation and in case there is an unexpected problem; Note the number of the guests in the party and any special considerations; At the peak days, you need to state clearly your cut-off time and reservation amendments or cancellation policies in advance to the guest. Sample Cases Case 1 1. We open at 6:00, sir, and we take last orders at 11:30. 先生，我们六点钟开始营业，结束最后点菜的时间是十一点半。 2. What time would you like your table? 您想订什么时间的餐位？ 3. Please book it under the name of Mr. Black. 请以布莱克先生的名义预订吧。 4. Although I cannot guarantee anything, please be assured that we’ll try our best. 虽然我不能保证什么，但请放心，我们会尽我们最大的努力。 Sample Cases Case 2 1. I need 8 tables and 2 private rooms. 我需要订八个单桌和两个包间。 2. First, I beg to offer my most sincere congratulations, sir. 先生，首先请接受我对您和新娘的