饭店专业英语培训(餐饮).doc

人 力 资 源 部FOOD AND BEVERAGEWORDS AND PHRASES餐 饮 部 专 业 用 语 FOOD AND BEVERAGE WORDS AND PHRASES餐饮英语培训 LIST OF CONTENTS 内容目录1. RECEIVING RESERVATIONS接收预定2. GREETING THE GUEST招呼客人3. ASKING THE GUEST TO WAIT请客人等候4. THE TABLE IS UNSUITABLE餐桌不适合客人要求5. A RESERVED TABLE HAS BEEN GIVEN为客人预留餐桌6. PRESENTING THE MENU呈上菜单7. TAKING THE GUESTS ORDER为客人点单SPECIFIC ITEMS特选8. SPECIAL DIETARY NEEDS特殊口味要求9. A DISH/ITEM IS UNAVAILABLE缺菜项10. RECOMMENDING DISHES 介绍菜品11. RECOMMENDING DRINKS 介绍酒水12GIVING CONTINUAL ATTENTION 给客人持续关照13INTERRUPTENG THE GUEST 打扰顾客14. 00PS! SPILLAGES 洒落食品 15. HANDLING COMPLAINTS 处理投诉16. OFFERING DESSERTS 提供甜点17. THE HELPING IS TOO SMALL 帮助甚微18. THE WRONG MEAL ! 上错菜品19. VERBAL MISUNDERSTANDING 口语误解20. PRESENTING THE BILL 呈上帐单21. THE BILL IS ADDED UP WRONG 帐单错误22. THE GUEST WAS NOT SATISFIED WITH THE MEAL 客人对食品不满意 23 THE GUEST WAS SATISFIED WITH THE MEAL 客人对食品满意SAY IT RITHT1. RECEIVING RESERVATIONSa) Good morning Good afternoon (+ outlet name + your name) May I help you ? Good eveningb) How many would that be for?c) How many guests are coming?d) How many persons are there in your party Sir/Madam?e) How many of you Sir/Madam?f) What time would you like to arrive?g) When would that be for?h) What name is it please?i) Could you spell that for me please?j) Im afraid we only serve lunch until (+time)k) May I take your telephone number please?l) Is there anything special you would like us to prepare Sir/madam?2. GREETING THE GUESTa) Good morning/afternoon /eveningb) Welcome to our Hotel/Restaurantc) May I help you Sir./Madam?d) Do you have a reservation Sir/madam?e) Have you made a reservation Sir/Madam?f) How many persons are there in your party Sir/Madam?g) will it be a table (+ number of persons)?h) May I take your cost Sir/Madam?i) Is anyone joining you Sir/Madam?3. ASKING THE GUEST TO WAITA) Im sorry Sir/Madam. We do not have a table free now.Would you like to have a drink in the bar? We shall call you as soon as possibleb) Were rather full this evening, would you care to wait?c) Im sorry to keep you waiting Sir/Madam?d) Sorry to keep you waiting for such a long time e) I do apologize for the delay!f) Im afraid I can offer you no other table at the moment. Perhaps you would care to wait?RESONS WHY1. RECEIVING RESERVATIONSTo show the guest how pleased you are to see them. Always confirm facts - the number of persons, the time, the date, special requirements etc. Inform the guest that tables are given away 15 minutes, after the appointed time.2. GREETING THE GUESTTo show the guest how pleased you are to see them.Use the guests name if known, to personalize contact.3. ASKING THE GUEST TO WAITShow the guest that you are concerned, it is importantthat they do not feel ignored.Be sincere, show the guest you are concerned about the delayAsk the guests for their approval so they feel looked after.4. THE TABLE IS UNSUITABLEa) Im sorry Sir/Madam, would you care to follow me to another table? b) Im sorry Sir/Madam well attend to it immediately. c) Which would you prefer? Here by the window or nearer the door? d) Im sorry Sir/Madam, all the tables by the window are occupied. e) Would you like to seat here Sir/Madam?f) Is this table fine with Sir/Madam?5. A RESERVED TABLE HAS BEEN GIVEN AWAYa) Im terribly sorry. Sir/Madam, I was not informed.b) Im sorry Sir/Madam, there must have some been mistake. c) Well have another table ready immediately.d) Sorry for the inconvenience, would you care for a drink at the bar? e) Would you like to sit here Sir/Madam? f ) Excuse me Sir/Madam, there has been a mistake. Please wait a moment and Ill check. 6. PRESENTING THE MENU a) (Open the menu) Here is the menu for you Sir/Madam b) (Open menu) We have an excellent (+ special of the day) c) if you need any help please, call me. d) May I suggest you try (+item), the chef recommends it 7. TAKING THE GUESTS ORDERa) Are you ready to order Sir/Madam?b) May I take your order Sir/Madam? c) What would you Like to start? d) What would you like to order? e) Are you being served Sir/Madam? f) Are you being helped Sir/Madam? g) How would you Like your (+ item)? h) Would you like to have (+ side order) to go with your (+ main dish) ? . . i) What kind of (+ item i.e dressing) would you like with your meal? j) How would you like your (+ item i.e steak) cooked ? (Blue I Rare / Medium Rare I Medium / Medium-Well Well-done). k) Would you like to have a (+ dish) to start with, before your main course ? REASONS WHY?4. THE TABLE IS UNSUITABLEAlways ensure tables are prepared and ready, if they are dirty,This does not give the guest a good impression. Try and do your best to accommodate the guest at another suitable table.Make them feel important and looked after.5. A RESERVED TABLE HAS BEEN GIVEN AWAY.Apologize to the guest and inform tem that tables are usually only kept for 15 minutes beyond the appointed time.Inform the guest of this when they make the reservation.6. PRESENTING THE MENUPresent the menu immediately to occupyand welcome the guest once morehelp the guest identify items on the menu, if they are having difficulty.Inform the guest of any specialties on the menu or ChefsRecommendation.7. TAKING THE GUESTS ORDERBe attentive to the guest, do not give them a menu and return 30 minutes later to take the order.Look for the gusts body language and/or they may be calling you.Try and offer the guest extras to go with their meal i.e side orders; dressings etc.SPECIFIC ITEMS:BREAKFAST:a) Would you like your eggs, sunnyside up?b) Would you like your bacon, crispc) Would you like your toast, croissants or rollsd) Would you like your tea or coffee?e) Would you like your Chinese or English tea?f) What kind of fruit would you like?LUNCH & OR EVENING:a) What sort of appetizer would you like?b) Would you lie to have soup first? Today we have (+flavour)c) Would you like to have the Table DHote or A la Carte menu?d) Would you like some cakes or pastries?e) Would you like your coffee with or without cream?f) (When refilling coffee etc) Would you like some more?g) Would you prefer Chinese or Western food?h) What sort of side-dish would you like?8. SPECIAL DIETARY NEEDSa) Yes Sir/Madam we do have a selection of vegetarian dishes.b) Im afraid we do not have this brand. But I canRecommend (+item)c) If possible, we shall be pleased to meet your wish.Ill check with the supervisor and chef.d) Im afraid we do not have time to prepare the dish unfortunately,May I suggest something else?9. A DISH/ITEM IS UNAVAILABLEa) Im terribly sorry Sir/Madam; the dish has been sold out.May I offer you (+item) instead?b) Im afraid we dont have any just know.c) Im afraid its not on the menu this evening.d) Im afraid it must be ordered a day in advance.e) Im terribly sorry Sir/Madam, the (+item ) has just sold out.SPECIFIC ITEMSRevise and remember the different cooking styles,Most guests are from different countries, therefore eachOne has specific and individual needs.LUNCH &/OR EVENING:8. SPECIAL DIETARY NEEDSCheck and inform the Chef of special dietary needs,To ensure the guests wishes can be carried out 9. A DISH/ITEM IS UNACAILABLEOffer the guest alternative items on the menu.Inform the guest immediately and make another suggestion.Always consult the sold out board. Knowing your Assortment also means being permanently informed of what is available.10.RECOMMENDING DISHESa) May I suggest our(+item) its very nice.b) The chefs special today is(+item)c) May I recommend (+item)d) This is todays special(+item)e) If you dont mind, May I recommend (+item)f) May I recommend (+Chinese dish). It is a traditionalBeijing dish and very delicious.g) The (+item) is particularly good tonight.Would you like to try?11. RECOMMENDING DRINKSa) Would you care for something to drink before your meal?b) Would you like to see the drink/wine list?c) May I suggest (+wine) with your meal. It goes well with it.d) I suggest (+drink) if you would like something refreshing.e) Would you care for a liquor or brandy?f) Would you care for a liquor coffeeOFFERING WINE a) Here is the wine list Sir/Madam.b) What kind of wine do you prefer?c) What kind of wine do you prefer? May I recommend (+item)d) We have a special drinks/wine promotion this evening,May I suggest (+item).e) Would you like some more wine Sir/Madam/f) We have an excellent (+drink/wine), which I can recommend.12. GIVING CONTINUAL ATTENTIONa) Is everything to your satisfaction?b) Is everything alright with your mealc) Would you care for another drink?d) Would you like anymore water?e) Can I bring you anything else?10. RECOMMENDING DISHESEvery guest has a right to recommendations.It is the duty of every waiter to know the items onthe menu.If you do not know ask your supervisor.11. RECOMMENDING DRINDKSOffering guests drinks before their meal will showattentiveness and increase sales.Extra sales mean extra profit.12. GIBING BONTINUAL ATTENTIONCheck that the guest has everything they need i.eAshtray, salt & pepper, sugar, toothpick, grated cheeseIf the guest has everything, this will make your work More efficient and satisfy the guest.13. INTERRUPING THE GUESTa) Excuse me for interrupting.b) May I take up a few moments of your time?c) May I speak to you for a moment Sir/Madam?d) Will there be anything else Sir/Madam?e) May I speak to you for a moment Sir/Madam?f) Excuse me Sir/Madam, but Im being called away.g) May I take the glasses away?h) May I clear your table now?f) Would you like me to clear your table?14 OOPS! SPILLAGESa) Im terribly sorry, such a mishap!b) Im terribly sorry Sir/Madam I must apologise.c) Is there anything else I can do?d) I would like to apologize once again.15 HANDLING COMPLAINTSa) Im sorry Sir/Madam I did not notice.b) Im sorry Sir/Madam, Ill change it straight away.c) Thank you for bringing this matter to our attention.d) Im very sorry Ill call the supervisor.e) Im sorry the (+item) shall be replaced immediatelyf) Im sorry, but we are glad you pointed this out to us.g) Please accept our apologies.h) I, terribly sorry, this is not our usual standard16 OFFERING DESSERTSa) Would you like dessert now Sir/Madam?b) Would you like to see the dessert menu Sir/Madam?c) Which would you prefer Sir/Madam, the dessert or the Cheese board?17 THE HELPING IS TOO SMALLa) Yes, you are right, Im afraid the helping is too small.b) Yes, Sir/Madam, I shall call the supervisorc) Thank you for bringing this matter to our attention.d) Yes, Sir/Madam, we shall replace your meal immediately.14 OOPS! SPILLAGESApologize immediately, assist the guest and offerto have the garment etc cleaneddepending on the stain, bring warm water and a cleancloth or stain remover.call the supervisor.15 HANDLING COMPLAINTSThe guest must be satisfied at all times.Inform the supervisor immediately of any complaints,So that it can be remedied.Do not necessarily insist on compensation, as this mayAppear a cheap way of dismissing the matter.We want to stand for quality, so we are glad to receive criticism.We want guests to be satisfied, so exchange the dish it appropriate.If the complaint is justified, then take the dish off the bill altogether.Take down the guests name and address, explaining that the matter will be brought before the management. The manager will write a letter of apology.All complaints should be dealt wit internally whenever possible.Do not let discussion arise. If the guest is right, the waiter should apologize, take back the dish and inform the manager.Normally too small apportion should never be brought to the guest.18 THE WRONG MEAL!a) Im very sorry, I must have misunderstood.I shall give your order to the kitchen immediately.19 VERBAL MISUNDERSTANDINGa) Im sorry Sir/Madam/K must have misunderstood you.b) Im sorry I do not understand.May I call our Supervisor?c) Could you repeat that more slowly please?d) Could you repeat that please?20 PRESENTING THE BILLa) Here is your bill Sir/Madamb) May I present the bill now/c) Would you like to pay cash or by credit card?d) Would you like to have the bill now?e) Would you like the amount on the same bill, or separately Sir/Madam?21 THE BILL IS ADDED UP WRONGa) Im sorry, I shall add it up again Sir/Madamb) You are right, thank you for mentioning it.c) Im sorry, would you show me what is wrong?22 THE GUEST WAS NOT SATISFIED WITH THE MEALa) Im very sorry, but it is useful for us to know what was wrong.b) Would you please leave your visiting card, so that the manager can contact you.23 THE GUEST WAS SATISFIED WITH THE MEALa) Thank you Sir/Madam, we hope to see you again.b) Glad you enjoyed your meal. Good-bye.c) Thank you very much. Have a nice day/evening. 19 VERBLE MISUNDERSTANDINGNever say WHAT! when you do not understand.DO NOT be afraid to say you do not understand.Call your manager if you do not understand.We are in the Hospitality Business, therefore be honest with guests.20 PRESENTING THE BILLTake the bill immediately to the guest.Should that not be possible, apologize and ask the guest to wait alittle longer21 THE BILL IS ADDED UP WRONGEvery bill should be checked before final presentation.Every guest has a right to a neat and correct bill. 22 THE GUEST WAS NOT SATISFIED WITH THE MEALTry to placate the guest.Ask him to leave a visiting card, if the guest does not have time to wait.Inform te guest that the manager will get into contact with him.FOOD AND BECERAGE - MENU ITEMS& ASSOCIATED ADJECTIVESMENU ITEM ADJECTIVES COMPLAINTS1 FRUIT JUICE FRESH SOURFRESHLY SQUEEZED COOLREFRESHING2 BREAD FRESH TOASTED STALEWARM BUTTERED TOO DARKHARD ROLL BURNT(TOAST) TOO LIGHTSOFT ROLL BURNTPLAIN SOGGY3 CEREALS HOT COLD CRISPY GOLDEN FLAKES4 EGGS BOILED POACHED RAW SUNNY SIDE UP TOO SOFTSCAMBLED TOO HARDFRIED OVERCOODEDOVER EASY5 BACON GRILLED SALTY TOO OILY FRIED OLDFATTYLEAN6 COFFEE FRESHLY BREWED FRAPPE(COLD) COLDDECAFFEIN