培训西餐英语-English-for-Western-food-Service.docx

English For Western SERVICE西餐服务英语ENGLISH FOR WESTERN SERVICE Content Table 目 录Lesson 1 Taking a Reservation(1) 接受预定Lesson 2 Greeting & Seating(6) 问候 & 安排就座Lesson 3 Taking Orders(9) 点单Lesson 4 Recommending a Dish.(13) 推荐菜品Lesson 5 Serving the Food(16) 上菜Lesson 6 Clearing the Table(17) 清理桌面Lesson 7 Handling Complaints(19) 处理投诉Lesson 8 Checking the bill(23) 确认帐单Lesson 9 Showing Directions(26) 指引Lesson 10 Common words in F & B .(32) 餐饮常用单词Lesson OneTaking a Reservation 接受预订词汇 Words & Expressions How many 多少 Spell 拼读 Quarter 一刻钟Half 一半Book/Booking 预定Correct 正确的Change 改变Cancel 取消15 minutes past eight8点15分15 minutes to eight8点45分基本句型 Basic Sentencesv Can I help you? 有什么可以帮到您?v What day, please? 请问是哪天？v What time, please?请问是什么时间？v For how many?一行几位？v Could I have the name, please?请问怎么称呼您？v Could you spell that, please?您可以拼读一下吗？v Id like to make a reservation/booking, please.我打算预定。v Can I change it to我可以改到有用的句子 Useful sentencesv Good morning (afternoon, evening), Mountain Cafe, may I help you? 早上好（下午好、晚上好），山景阁，有什么需要帮忙？v How many persons are there in your party? (A table for four/ five/ eight) 请问您需要订几人台？（四位、五位、八位） v When will you arrive (at the restaurant) / here? 请问您大概什么时间到达本餐厅？v May I know your name? How to spell it? 请问您贵姓？怎么写呢？v May I have your telephone number, please? 可以留下您的联系电话吗？v Is there anything special that we need prepare (in advance) / earlier? (e.g. birthday cake/ wine) 有什么特别的事物需要我们提前准备的吗？如生日蛋糕、红酒等）对话Conversations Dialogue one: Phone reservation 对话一：电话预定E=EmployeeC=CustomerE: Good afternoon, Mountain Cafe. Can I help you? 中午好，山景阁。请问有什么可以帮到您？ C: Id like to book a table, please.我想预定餐位。E: Certainly, sir. For what day, please?好的，先生。请问您预定哪一天的？C: For this evening. 今晚。E: At what time? 几点钟？C: 8 oclock(eight), please. 8点钟。E: And for how many people? 一行几位？C: Four. 四位。E: Could I have the name, please? 请问怎么称呼您？C: Manning. Manning.E: Could you spell that, please? 可以拼读您的名字吗？C: Of course. M-A-double N-I-N-G. 可以。M-A-两个N-I-N-GE: Thank you, sir. Ill just confirm your booking: A table for four at 8 oclock this evening. Is that correct? 谢谢您，先生。我现在确认您的预定信息： 您预定今晚8点钟的一张4人台， 是这样的吗？C: Yes, it is. Thank you. 是的。谢谢。E: Thank you and good afternoon, sir. 谢谢您，再次祝您下午愉快，先生。Dialogue two: Changing reservations对话二：更改预定E=EmployeeC=CustomerE: Good morning, Mountain Cafe. Can I help you? 早上好，山景阁。请问有什么可以帮到您？C: Good morning. I have a booking for Friday lunch. Can I change it to Saturday? 早上好。我之前预定的是周五的午餐。我可以更改到周六吗？E: Certainly madam. Can I have the name? 当然可以，小姐。请您告诉我您的姓名，可以吗？C: Murray. Murray。E: Can you spell that, please? 您可以拼读您的名字吗？C: M-U-double R-A-Y. M-U-两个 R-A-Y。E: Ah, yes. Murray for four people at 12:30. 是这样的。您预定的是中午12：30的四人台。C: Thats right. 是这样的。E: I will change your booking to Saturday then. The same time? 我会把您的预定更改到周六。一样的时间吗？C: Yes, please. Four people at 12:30. Thank you. 是的。四个人，中午12：30。谢谢。E: Youre welcome. 不用谢。E: Good evening, Mountain Cafe. Can I help you? 晚上好，山景阁。请问有什么可以帮到您？C: Good evening. Id like to change my booking, please. 晚上好。我想更改我的预定。E: For this evening, Sir? 是今晚的吗？先生。C: Yes. 是的。E: Can I have the name, please? 请问怎么称呼您？C: Boswell. Boswell。E: Ah yes. Mr. Boswell. A table for two at 7 oclock. 是的。Mr. Boswell。今晚7点钟2人的餐位。C: Thats right but Id like to come later, please8 oclock. 是的，但我想来晚点，改在8点。E: Certainly, sir. I will change your booking to 8 oclock. 当然可以，先生。我将把您的预定改在8点。C: And Id like to change the number of people, too. 我还想改一下预定的人数。E: Yes, sir? 好的，改成几位哪？C: Six people, not two. Is that all right? 6位，不是2位。可以吗？E: Yes, sir. Thats not a problem. Let me confirm your reservation: A table for six at 8 oclock this evening for BOSWELL. 好的，先生。没问题。我现在确认您的预定信息：BOSWELL先生，您要预定今晚 8点钟6人台的餐饮服务。C: Correct. Thank you so much. 是这样的。非常感谢。E: Youre very welcome. See you at 8 oclock. 您太客气了。8点见。轮到你了Role Play Time: At noon Characters: Mr. Johnny & a waitress Scene: Mr. Johnny would like to reserve a table by the window for 2 persons at 7 p.m. tonight, as he wanted to celebrate his girlfriends birthday.May I help you? How may I help you? What can I do for you? Id like to May I Certainly. PleaseBeautiful words can make the world different.Lesson Two Greeting & Seating 问候和引领单词 & 词组Words & ExpressionsReservation /reserve预订Non-smoking area 非吸烟区Fully booked客满At the moment/right now现在、此刻迎宾（注意，服务人员永远带微笑迎客）Greeting1. Good morning /evening /Hello, how are you? 早上好（晚上好等）或您好！2. Long time no see, how are you?很久不见，近来可好？3. Staff: How many persons? Smoking-area? This way please. 请问几位？请问吸烟吗？这边请。Guest: a party for five. 五位。Five persons. Im looking for my friends. 我在找我的朋友。Could you show me the menu first? 你可以先让我看一下菜牌吗？I want to order a XX to take away. 我想打包一份XX。4. May I have the morning paper? 我可以看早报吗？5. Do you have todays paper? 我可以看今天的报纸吗？6. Do you have breakfast coupon? 请问您有早餐券吗？7. This is breakfast coupon. It can only used at breakfast time. 这是早餐券，只能在早餐时间使用。8. This is breakfast buffet coupon. It can only used to have buffet. 这是早餐自助餐券，只能用于吃自助餐。9. You can have a seat and wait for your friend. 您可以先坐一下等您的朋友。要求客人等候 Asking the Guests to Wait1. Sorry Sir/ Madam. All our tables are taken at the moment. Would you mind waiting in the lobby? May I suggest you to go to the Chinese Restaurant / Japanese Restaurant / Caf Royal? 对不起，先生/小姐，我们餐厅现在已经满座了，暂时没有座位了，您介不介意在大堂等候呢？ 或者我建议您去别的餐厅（中餐厅、日本餐厅、或御花园）怎么样？2. May I have your name, Sir/ Miss? How many persons? Im sorry to keep you waiting。 It will take 10 minutes.I hope it will not be too long。 It will take 10 minutes. （如客人愿意等，需记录客人资料）请问您贵姓？先生/小姐，请问您几位？我希望不会让您等 太久，可能需要10分钟。（问客人资料并记录，并写上开始等候的时间，一定分清先后顺序）3. Sir/ Madam, would you mind waiting in the lobby? I will call you when available。 先生/小姐，您可以在外面（大堂）先坐一会，一有位我会立即通知您。4. Im sorry. The big tables are fully occupied at the moment. Would you mind sitting at this small table? Im sorry for the crowd. 对不起，大台都坐满了，您不介意坐这张小台吧？我知道是比较拥挤，真对不起。5. Im afraid all our tables are taken. Would you mind sharing a table with others? 对不起，现在已经没位了，您是否介意与其他客人坐一张台？6. Im sorry to have kept you waiting. 对不起让您久等了。递菜牌 Presenting the Menu1. Sir/ Madam, this is our menu, please take your time. 先生/小姐，这是我们的餐厅的菜牌，请随便看看。2. Would you like something to drink? 首先，要一些什么饮料？对话 ConversationsW: Good morning, welcome to Mountain Cafe.早上好。欢迎光临山景阁。G: Good morning. 早上好。 W: How many will be in your party, please?请问您几位？G: A table for 3, please. 要一张三人台。W: Any preference about the location？您喜欢哪个位置？G: Well, by the window, please.那么要一张靠窗的桌子吧。W: Follow me, please. I will show you to your table. Is it all right?请随我来。这张桌您看行吗？G: This one is very good. Let s take it.不错。我们就要这张吧。W: Take a seat. Here is the menu, what kind of drink would you prefer?请坐。这是菜单，请问要喝点什么？G: Do you have Ice lemon tea?你们有冻柠茶吗？W: Sure. Just a minute, please.当然，请稍等。G: Thank you.W: You are welcome. 轮到你了Role Play Time: At noon Characters: Mr. John & a waiter Scene: Mr. John comes to have a dinner with his wife today. He doesnt make a reservation, but he likes a window table. Would you like Certainly Im afraid Take/Have a seat Would you mind Could/wouldBeautiful words can make the world different.Lesson Three Taking an Order 点单准备点单 Taking an order1. May I take you order, Sir/ Miss? 我可以为您点菜了吗，先生/小姐？2. What would you like to have? 请问您喜欢吃点什么呢，先生/小姐？3. How would you like the food? 请问您希望怎么煮（烹调）呢？4. How would you like your beef? (rare/ medium rare/ medium/medium-well/ well done) 请问您喜欢几成熟呢，先生/小姐？（一成、三成、五成、七成、全熟）5. Which kind of salad dressing would you prefer, French, Thousand Island, Italian sauce or Oil and Vinegar? 请问您要配什么沙律酱（伴随沙律），千岛汁、法汁、意大利汁、油醋汁？6. What kind of sauce do you want to go with? (Steak Sauce / Red Wine Sauce / Mushroom Sauce / Black Pepper Sauce) 请问您要配什么汁？（牛扒汁、红酒汁、蘑菇汁、黑椒汁）7. Would you like soup / salad / starter before main course? 请问您要不要在吃主菜之前来一份汤、沙律或头盘呢，先生/小姐。8. Would you like dessert, coffee or tea, Sir/ Miss?请问您还需要一些甜品和咖啡、茶吗，先生/小姐？9. How would you like your eggs? Fried egg, boiled egg, scrambled eggs, omelets, Sir/ Miss?请问您的鸡蛋是需要怎么做？蒸蛋、煮蛋、炒蛋还是奄列呢，先生/小姐？10. How would you like your fried eggs? Sunny side up or over easy/ over hard? What would you like to go with the eggs, bacon, sausage or ham? 请问您的煎蛋是要单面或双面？请问需要配些什么呢？烟肉、香肠或火腿？11. How would you like your boiled egg? Soft boiled or hard-boiled? 请问您的煮蛋要几分钟（或多长时间），先生/小姐？对话 Conversation: Dialogue one: Taking Order 1 对话一：点单1 W: Are you ready to order now, sir? 您现在要点菜了吗，先生？ G: Yes, please. 是的。 Dialogue two: Taking order 2对话二：点单 2W: Good evening. May I take your order? 晚会好，现在可以点单吗？G: Can you tell me whether it is cooked in peanut oil or sesame oil because Im allergic to peanuts & peanut by-products. 你能告诉我这道菜是用花生油烹饪的还是用芝麻油烹饪的，因为我对花生油和花生制品 过敏。W: I will check with the chef, sir. Would you like this dish if it is cooked in sesame oil? 先生，我稍侯和厨师确认一下。如果这道菜是芝麻油烹饪的，你还点这道菜吗？G: Yes, but please make sure there are no peanuts or peanut by-products in it. 是的，但要确保这道菜里没有花生或花生制品。W: Of course, sirIn case there is, may I recommend the Hainan Chicken Rice which is not fried but poached in chicken broth? 当然可以，先生如果是那样的话，我可以向您推荐海南鸡饭，这道菜不是炒的，是在 鸡汤中烹饪的。G: Yes, that will do just fine 好的，如果是那样的话，可以。 Dialogue three: Taking order 3对话三：点单 3W: Good afternoon. May I take your order? 中午好。现在可以点单了吗？G: Yes, please. Can you tell me what the soup of the day is? 好的。你能告诉我今天的例汤吗？W: Certainly. The soup of the day is roasted tomato served with our homemade bread. 当然可以。今天的例汤是烤西红柿汤配家常面包。G: That sounds delicious. Ill have one of those & a smoked salmon tartar for my wife, please. 听起来很美味。我点一份这道菜，请再为我的妻子点一份烟熏三文鱼奶油果酱面包。W: Yes, sir. Thats one roasted tomato soup & a smoked salmon tartar. Anything else, sir? 好的，先生。您要点的是烤西红柿汤和烟熏三文鱼奶油果酱面包。还要点其他的吗？ 先生。G: Yes, a grilled salmon salad for my wife & a club sandwich for me. 是的，再为我的妻子点一份烤三文鱼沙拉，我要一份公司三文治。W: Would you like French fries or sliced potato with your club sandwich, sir? 您还需要炸薯条或土豆片吗，先生？G: Sliced potato, please. 土豆片吧。W: Certainly, sir. Your wife is welcome to the salad bar while I will bring your order soon 好的，先生。您的妻子可以在沙拉吧选择她点的菜品，我稍侯把您点的菜品送过来。 Dialogue four: Taking order 4对话四：点单 4W: Good evening. May I take your order? 晚上好。现在可以点单了吗？G: Yes, please. Id like the Australian tenderloin & the sirloin. 好的。我要点澳大利亚牛排。W: Local or Australian sirloin, sir? 本地的还是澳大利亚的牛肉？先生。G: Ill try the local, thank you. 本地的吧，谢谢。W: And what sauce would you like? 您想配什么汁？G: The red wine sauce on the tenderloin & the wild mushroom on the sirloin, please. 红酒汁配腰部嫩肉牛排，野蘑菇汁配上部腰肉牛排。W: Certainly, sir. And how would you like the meat cooked? 好的，先生。您要几成熟？G: Rare for the tenderloin & medium-rare for the sirloin. 腰部嫩肉的牛排要一成熟的，上部腰肉的牛排要三成熟的。W: And would you like a mixed salad, garden vegetable, French fries, baked potato, sauted potato, gratin potato or buttered spaghetti? 您要不要点沙拉杂烩，有蔬菜，炸薯条，烤薯片，炒土豆，焦黄面包和干酪屑土豆或黄 油意粉？ G: A mixed salad with the tenderloin & a baked potato with the sirloin 沙拉杂烩配腰部嫩肉牛排，烤土豆配上部腰肉牛排。 Dialogue five: Taking order 5对话五：点单 5W: Good evening. May I take your order? 晚上好。现在可以点单了吗？G: Yes, please. A lamb with mint sauce & an Australian sirloin steak. 好的。一份烤羊排配薄荷汁和一份澳大利亚牛排。W: And how would you like the lamb cooked? 烤羊排要几成熟的？G: Rare, please. 一成熟。W: And the sirloin? 澳大利亚牛排要几成熟？G: Medium-rare with black pepper sauce, please. 三成熟，配黑椒汁。W: And what would you like as side dishes? 您要点什么配菜？G: Garden vegetables with the lamb, gratin potatoes with the sirloin 蔬菜配烤羊排，焦黄面包和干酪屑土豆配澳大利亚牛排ExerciseIf you are a waiter or waitress in a western restaurant, how would you introduce the menu to the guest, please share your idea with your partner in English.Beautiful words can make the world different.May I take your order fine With pleasure My pleasure Pardon Lesson Four Recommending the Dish 推荐菜品推介、推销 Recommendation v May I suggest our. It tastes good. /Its delicious/ tasty. 我可以向您介绍我们的（菜式或鸡尾酒）吗，那挺不错的。v Today soup is Today dessert is 今日例汤是（例汤名），今日甜品是v May I suggest 如果不介意的话，我向您介绍（菜名）v May I suggest the most popular. Its a kind of traditional food in . Its very delicious. I hope you like it. 我向您推荐我们餐厅最出名的（菜名），那是（地方名）传统的食品，非常美味， 希望您喜欢。v Do you want to try, it is very fresh? 今日的（菜名）非常好（新鲜），要不要试试？v Would you like drink first? 您在进餐前，要不要先喝点什么？先生/小姐？v Would you like to have a look at our drink list or wine list? 您要看看我们的饮品牌或葡萄酒牌吗？v May I suggest to go with? Its tasty. 我可以向您介绍（葡萄酒名）配您的菜，这样相配搭非常美妙。v What would you like to order? (brandy, wine etc.) 您需要点一些（酒名，如白兰地、红酒）吗？v Here is our drink list. Which wine do you prefer? 这是我们葡萄酒牌，您喜欢哪种红酒呢，先生/小姐？v We have excellent wine. 我们有非常好的红酒，如（红酒名）v Can I tell you about our September promotions? 我可以向您介绍9月份的促销活动吗？v May I tell you about our September promotions?我可以向您介绍9月份的促销活动吗？v Every month we have food & beverage promotions. This month我们每个月都有酒水促销活动。这个月v You might be interested in our September promotions? A special feature this month is 您也许会对我们9月份的促销感兴趣。这个月的特色是v Perhaps youd like to try our Wine of the Month?也许您想品尝一下我们本月的特选葡萄酒。v We are promoting special wines this month 本月我们正在推销比较有特色的葡萄酒v May I suggest one of our wines of the month? 我可以向您建议一款本月的特选葡萄酒吗？v If you like seafood, our Mountain Cafe is promoting a special seafood set menu this month 如果您喜欢海鲜的话，本月我们山景阁正在推销特色海鲜套餐v The dinner buffet features a wide selection of delicious 晚餐自助会为您提供各色美味的食品，如v For a superb selection of fresh cakes & pastries may I suggest 为了为您提供丰盛的新鲜蛋糕和点心，我建议 对话Conversations Dialogue one 对话一G: Id like a nice, red wine. What do you recommend? 我要点好一些的红酒，你有什么可以推荐的吗？W: Perhaps youd like to try one of our Wines of the Month? We have a superb Beringer Stone Cellars Cabernet Sauvignon 您可以试一下我们本月的特选葡萄酒酒。我们有高档的Beringer Stone Cellars Cabernet Sauvignon。G: What vintage? 是哪一年的酒？W: 2001, sir. Or we have a Villa St. Eden Pinot Noir, also 2001. 2001年，先生。或者您可以试一下Villa St. Eden Pinot Noir，也是2001年的。G: And how much are those? 这两款酒分别多少钱？W: The Cabernet is 300Rmb per bottle & the Pinot Noir is 400Rmb per bottle. Cabernet是300元人民币每瓶，Pinot Noir是400元每瓶。G: OK. Ill try the Cabernet. Can I buy it by the glass? 好的。我点Cabernet吧，可以按杯买吗？W: Yes, sir. They are both 60Rmb per glass. 可以，先生。这两款都是60元每杯。G: Well, in that case a glass of Cabernet for me & a glass of Pinot Noir for my wife 好的，这样的话，我要一杯Cabernet，并为我的妻子点一杯Pinot Noir。 Dialogue two 对话二W: How was your meal, sir? 菜品怎么样？先生。G: Delicious! The Laksa was superb. I love Asian food. 味道好极了！Laksa是最好的。我喜欢亚洲风味的食物。W: If you like Laksa, sir, you might be interested in our Malaysian Food Festival this month 如果您喜欢Laksa的话，先生，您应该会对我们本月推出的马来西亚美食节感兴趣。G: Oh, tell me more 噢，给我介绍一下更多的内容W: A Malaysian chef will prepare his specialty dishes including popular hairy crab delicacies. 一位马来西亚厨师将会呈现他的特色菜，包括很受欢迎的毛蟹。G: Where? 美食节是在什么地方？W: In the Mayfair Caf, sir. Monday to Sunday. 在Mayfair Caf，先生。从周一至周日。G: And is it a set price? 是套餐价吗？W: Yes, sir, 198Rmb per person & that includes free flow of local beer & soft drinks. 是的，先生，每位198元人民币，并且包括免费的本地啤酒和软饮不限量供应。G: Would I need to book? 我需要预定吗？W: I would recommend it, sir轮到你了 我建议您预定一下，先生Role Play Time: At evening Characters: Mr. Tian & a waitress Scene: Mr. Tian would like to order one Sirloin Steak, but it was not available, what would you do to satisfy the guest? Lesson Five Serving the Food 上 菜有用的句子 Useful Sentences1. Which kind of fruit juice do you prefer? Water melon / orange / honey melon / grape or other else?您喜欢什么果汁，先生/小姐？西瓜、橙、哈蜜瓜、提子或其他？2. Coffee or tea? Chinese or Engl