taking-restaurant-reservation(HOTEL-MANAGEMENT).ppt

Topic4TakingReservation h预定a beclosedc靠窗的桌子b checkf包厢c atablebythewindowg非吸烟区d guaranteeb核查e beopend保证f aprivateroome营业g non smokingareaa打烊h reserve Reservationpreparing KeyWordmatching Somerelatedwordsandphrases Banquet宴会Privateroom包房Cuisine菜系Minimum最低Consumption消费Lounge休息室 Thelayoutofrestaurantspacecanbedividedintothefollowingsections Circulationspace corridor Managementspace helpdesk office etc Preparationspace preparationarea displayarea Publicspace welcomearea diningarea lounge toilet etc WhatkindofcuisinedoyouofferWhatstyleofservicedoyouofferWhatisthecapacityofdiningroom Whenareyouopen ForbothlunchanddinnerMenustyleHowdoIfindyourestablishment SpecialviewsArechildrenwelcomeCanyoucaterfordisabledpeopleinwheelchairsAreyouairconditioned Isthereanon smokingDoyouhavecar parkingfacilitiesDoyoucaterforfunctionsDoyouacceptcheques Orcreditcards whichcards Beforeyoutakeabookingmakesureyouknowtheanswerstothetypesofquestionsyouarelikelytobeasked PostalMail E Mail ViaInternetonwebsite Telephone Inperson Howareservationmade ReservationBook Numberofcovers Nameofcustomer Date Time SpecialRequirement Contacttelephonenumber Howmanypeopleintheparty MayIhaveyourname Whenwilltheguestarrive MayIhaveyourtelephonenumber Smokingornonsmokingarea tablewithaviewSpecialdiet anniversarycelebration Rreservationististhefirstpeoplewhocontactwiththecustomers 预订是与客户第一个接触 Theprimarygoalofthereservationistsistofillthediningroomtocapacitywhilestaggeringthetimingoftheseatingtoensurethebestservicefromthekitchenanddiningroomstaff 预订人员的主要目标是增加餐厅入座率 错开客人上座时间 确保餐厅服务员及厨房能为客人提供更好的服务 Telephonereservation电话预定 ReservationService预订服务程序 4 Receiveareservation Takeareservation Confirmareservation Greeting Howtoreceiveatelephonereservation接听电话技巧 Ifthereservationists soundspleasantandhelpful theguestwouldlookforwardtoagoodexperience 预定员如果声音和悦并且乐于提供帮助 客人将会期待一次愉快的经历 Answerwithin3rings givegreeting 声内接听 问候客人 Usecaller sName positivewords用姓氏称呼 措辞礼貌 Waitingtime 17s让客人等待时间不得超过 秒 Positive leaveaccurateMessage掌握主动权 留言准确 Don thangupfirst延长接触时间 让客人先挂机 Houserule Goodafternoon BluemountainsRestaurant Janespeaking howmayIhelpyou ReservationService预订服务程序 4 Takeareservation Greeting Confirmareservation Receiveatelephone 4 Takeareservation Greeting Confirmareservation Receiveatelephone Checklistofreservationinformation预订信息列表 Date日期 Number人数 Smoking吸烟 Name姓名 Specialrequests特殊要求 Reservationnumber预订号码 Dateandtimeofreservationand预订日期及时间 Time时间 Telephonenumber电话号码 Name预订员姓名 Nonsmoking不吸烟 Kid儿童 Place地点 Repeat重复 Specialrequests特殊要求 4 Takeareservation Greeting Confirmareservation Receiveatelephone Confirmareservation确认预定 Lookforwardto Confirmareservation确认预定 Lookforwardto Givinginformationabouttherestauranthours 1 We reopenaroundtheclock We reopen24hours 2 Weshallkeepyourtableforonehour 3 A10 discountwillbeofferedtothoseholdingaVIPcardissuedbyourrestaurant Refusingareservation I msorry therearen tanytablesleftfor time butwecangiveyouatableat time I msorry therestaurant sfull Sorry wedonothavereservationserviceformorningtea KeySentences I dliketomakeareservationfortonight Atablefortwo please Forwhattime sir Around8 30 MayIhaveyournameplease sir Anychanceoftablebywindow Welookforwardtohavingyouwithustonight Thankyouforcalling 1 check Justamoment please I llchecktheavailabilityforyou 2 full I mafraidwe refullybookedforthattime 3 changetime Isitpossibleforyoutochangethetime 4 selectseat Wouldyoulikeatableinthehallorinaprivateroom 5 deposit AdepositofRMB100isrequiredtosecureyourbooking Somerelatedsentence 6 seatrequirement AndcanIstandachanceofgettingatablebythewindow 7 specialrequirement Andspecialrequirement 8 openinghour I msorry we renotopenonSaturdays 9 full I mafraidthattableisreservedfor8p m Somerelatedsentence RolePlay C ReservationClerkG Guest C Goodafternoon FlowerRestaurant MayIhelpyou G I dliketoreserveatableforthedinneronValentine sDay please C Certainly sir Forhowmanypeople please G Two mywifeandI C Atwhattimecanweexpectyou sir G Around8 00p m C Isee Wouldyoulikeatableinthemainrestaurantorinaprivateroom sir G Aprivateroom please C Certainly sir WehaveRoseHallreservedforyou willthatbefine MayIhaveyournameandtelephonenumber please G Sure it sRamsay andmycellphonenumberiC Mr Ramsaythankyou Bytheway wecanonlykeepyourroomtill9 00p m sincethatwillbethepeakseason G OK Isee C I dliketoconfirmyourreservation RoseHallforMr RamsayonValentine sDay arrivaltime around8p m cellphonenumberIs