《国际接待与应用英语》课件-Food and Beverage Service in Chinese Style 中餐服务

国际接待与应用英语FoodandBeverageDepartment

Thereputationofahotelismadeupofthedegreesofcomfortandserviceofferedtotheguests.Moreandmorehoteliersrealizethatfoodandbeverageserviceisamajorfactorinhoteloperation.Therearemanycelebritychefsinmanylargehotelrestaurants.

Thereareanumberofdifferentareasofferingavarietyofmealsandservicesallwithinahotel,therestaurant,grillroom,differentbars,cafeteriaandcoffeeshopaswellasroomservice,loungeserviceandbanquet.Theoperationofarestaurantisacomplexmixtureofcomponentsinatotalsystem.Thefoodandbeveragedepartmentinvolvesmanypeopleworkingtogetherasateam.Sogroupcohesivenessisofparticularsignificancethere.

Goodcookingisregardedasanart.Moreover,thefoodandbeveragedepartmentemployees,especiallywaiters,waitressesandbartenders,canplayanextremelyimportantroleincreatingapleasantatmosphere,whichisoneoftheserviceshotelsells.Highqualityserviceisdependentonthewaiter,andotherfoodandbeveragedepartmentstaffaswell,havingaloveorhisjobandaknowledgeofitsworkingrightdowntothelastdetail.Theinitialcontactwiththecustomercanbeavitalcontributiontothesuccessofhismeal.Agoodwaitertriestosatisfytherequirementsofboththecustomerandtherestaurantatonce.

FoodandBeverageServiceOrganizationChart——FineHotel

FoodandBeverageServiceOrganizationChart——SmallHotel

The

organisationchart

ofFoodandBeverageDepartmentshouldprovideaclearpictureofthelinesofauthorityandthechannelsofcommunicationwithinthedepartment.Inalarge

hotel,thedepartmentisheadedbythe

FoodandBeverageDirector whoisassistedbytherespectiveoutletmanagers/Asst.F&BManager.FoodandBeverageDepartmentchartnotonlyprovidesforasystematicdirectionofordersbutalsoprotectsemployeesfrombeingoverdirected.Theorganogramchartshowsthateachemployeeshouldtakeordersonlyfromthepersondirectlyabovehim/her.

AcopyofthechartshouldbepostedinanareasothatallF&Bstaffcanseewherethey

fit

intotheoverallorganizationofthedepartment.Ideally,theorganizationchartneedstobeplacedontheF&Bofficenoticeboardandthe

backofthehouse

areaofeachF&BOutlet.UnitSixFoodandBeverageServiceinChineseStyle

LearningObjectivesPositionDescriptionDiscussionTaskList

01020304

LearningGuideList05USEFULSENTENCESDialogueExercise&Practice06070809Evaluation10Skills&SupplementKnowledgeIdeologicalandPoliticalElementVOCABULARYLearningObjectives01KnowledgeObjectives:MakestudentmastervocabularyandphrasesrelatedtofoodandbeverageserviceinChinesestyle.MakestudentmastersomeusefulsentencesanddialogueoffoodandbeverageserviceinChinesestyle.MakestudentmastertheproceduresoffoodandbeverageserviceinChinesestyle.LearningObjectives01CompetenceObjectives:Fosterstudent’sabilityofmakingadiningreservation.Fosterstudent’sabilityofservingguestinaChineserestaurant.Fosterstudent’sabilityofbillingtheguest.Improvestudent’sskillofsatisfytheneedsofguests.LearningObjectives01AffectiveObjectives:Trainstudent’sabilityofcommunicationandcooperation.Makestudentmorequalifiedandprofessionalintheirfieldthroughleaningandpractice.LearningObjectives01Emphasis:Workingprocedureofmakingadiningreservation.Workingprocedureofservingguest.Workingprocedureofbillingguest.Makedialogandrole-play.LearningObjectives01Difficultpoints:MakereservationaccordingtoworkingprocedureandstandardinEnglish.Howtoserveguestinthesimulationscenario.LearningObjectives01PositionDescription02TheFoodandBeverageserviceplaysavitalroleinhotelwhichensureguestsenjoymentandsatisfactionduringtheirstay.ExcellentChinese-stylerestaurantserviceisaimportantaspectthatwillgiveapleasantexperienceforhotelguests.Chinese-styleserviceconcentratesmainlyontraditionalChinesecuisineandseekstocreateamemorablediningexperience.TheChinese-styleserviceserverwillbenefitfrombeingwell-informedaboutthecity,country,cuisineandculture.Theprofessionalstaffmembershouldalwayspursueadditionaleducationinvariousways.Beingflexibleandcateringtospecialneedsofallguests,alongwithconstantlylearningandbeingknowledgeableaboutallaspectsofChinesecultureandsocietyisthesignofanysuccessfulrestaurantemployee.TheChinese-styleF&Bstaffmustbereadytoofferthefollowingservices:TakeguestreservationsSetthetableandreceiveguestsRecommenddishesandbeverageIntroduceChinesecuisine,ingredientsandpreparationmethodsExplainandsettlethediningbillHandleissuesorproblemsthatguestsmayexperienceDiscussion031.Whatishousespecialty?2.Whatwouldyousaytorecommendthedishtoaguest.3.HowtointroduceatraditionalChinesedish?TaskList04PurposeProvidefoodandbeverageserviceinChineseStyleSituationServeguestinChineserestaurantMaterialsMenu,note,POSActionsReceivereservatioGreetingguestSeatingguestTakeorderOrderinputServemealPresentbillCleantableStandardsOfferteauponguestarriveOffermenuandrecommenddishaccordingtoguest’srequestandfavourKnowthedetailofeachdishServedishfromvicemaster’srighthandBillitemizedandpresentedpolitelyTaskTakeguestreservationsTakeorderExplainandsettlethediningbillHandleissuesorproblemsthatguestsmayexperienceLearningGuideList05TopicFoodandBeverageServiceinChineseStyleObjective/ChecklistVocabularyandphrases:34Sentences:27Dialogues:5ProvideF&Bservice.Beproudoftheirfuturejob.CommunicationandCooperation.Bequalifiedandprofessionalinthefield.BereadyfortheProfessionalSkillCompetition.ResourceTextbookPPTvideoDubbingMicrolectureMethodDiscussionandSituationProcessPre-class:Vocabulary&Sentence&DialogueIn-Class:Exercise&Dubbing&Practice&RoleplayPost-class:Skills&&IdeologicalandPoliticalElementSummaryVOCABULARY06reserve/ri'zə:vz/

v.

预订perhaps/pəˈhæps;præps/adv.或许；可能chance

/tʃɑːns/

n.机会afraid

/əˈfreɪd/

adj.害怕的；恐怕；担心的lounge

/laʊndʒ/n.休息室、休息厅party

/ˈpɑːti/

n.一行人step

/step/n.步，脚步order/ˈɔːdə(r)/

n.订单dish/dɪʃ/

n.盘；餐具；一盘食物chef/ʃef/n.厨师，大师傅menu

/ˈmenjuː/

n.菜单recommendation/ˌrekəmenˈdeɪʃn/

n.推荐；建议delicious/dɪˈlɪʃəs/adj.美味的；可口的steam

/stiːm/

n.蒸汽；vi.蒸；stuffed/stʌft/

adj.塞满了的bun/bʌn/

n.小圆面包pork

/pɔːk/n.猪肉typical/ˈtɪpɪkl/

adj.典型的；特有的；象征性的Cantonese/ˌkæntəˈniːz/

n.广东人；广东话adj.广州的，广州人的liquor

/ˈlɪkə(r)/

n.酒，含酒精饮料FoodandBeverageDepartmentManager/Director餐饮部经理/总监Assist.FoodandBeverageManager餐饮部副经理RoomServiceManager客房服务经理RoomServiceCaptain客房服务领班OrderTaker点单员RoomServiceWaiter/Waitress客房服务服务员Trainee实习生Bar/BeverageManager酒吧/酒水经理BarTender调酒员BanquetManager宴会经理Assist.BanquetManager宴会副经理ChefSteward厨师长StewardSupervisor后厨总监Steward膳务员USEFULSENTENCES071.Goodevening.Welcometoourrestaurant.2.Doyouhaveareservation?3.Howmanyarethereinyourparty?4.Pleasestepthisway.Followme,please.5.Doyoulikethistable?Willthistabledo,sir?6.Pleasebeseatedhere.7.Thisisthemenu.8.Areyoureadytoorder?9.Today’sspecialtyis......10.Wehavegotachoiceof......11.Wehaveavarietyofwineforyou.12.MayIrecommendadishforyou,sir?13.Iwouldrecommend......14.Howabouttryingsomechicken,sir?15.Whynottrysomesteak,sir?16.Therestaurantspecialtyisporkshredswithfishseasonings.17.It’schickencubesfriedwithpeanutsinchilisauce.18.Enjoyyourmeal.19.Iseverythingallright,sir?20.Howdoyoulikeyourdinner?21.Couldyouwaitaminute,please.Iwillberightwithyou.22.Wishyouagoodappetite.23.Howwouldyouliketopay?24.Howwouldyouliketosettleyourbill?25.Thefigure/amounthereisthechargeforthewine.26.Thisistheservicecharge.27.Thereisa10%discountforyou.Dialogue08W-waiter/waitressG-guestW:Goodmorning.TheZhongdinglouChineseRestaurant.HowmayIhelpyou?G:Whattimedoyouopenthisevening?W:Weopenat17:30,sir,andwetakelastordersat22:00.G:Good.I’dliketoreserveatablefortwo.W:Yes,sir.Whattimewouldyoulikeyourtable,sir?G:Iamnotsure…perhapsaround8:00.W:Fine.I’llreserveatablefortwoat8:00,sir.MayIhaveyourname,please?G:JackSmith.W:Thankyou,Mr.Smith.MakingdiningreservationG:Oh,isthereanychanceofatablebythewindow?Mywifelovestheparkview.W:Isee.Iwilltakecareofthat.Welookforwardtohavingyouwithustonight,Mr.Smith.Thankyouforcallingus.G:Thankyou.Good-bye.W:Good-bye,andhaveagoodday!MakingdiningreservationScene:Apartyoffourarewaitingtobeseatedfordinnerinacrowdedrestaurant.W-waiter/waitressG-guestW:Goodevening,ladiesandgentlemen.G:Hello,doyouhaveatableforfour?W:Doyouhavereservations,sir?G:No,Iamafraidwedon’t.W:I’msorry,buttherestaurantisfullnow.Therewillbeawaitofabouthalfanhour.MayIhaveyourname,sir?GuestA:Yes.Adams.W:Mr.Adams,wouldyoucaretohaveadrinkintheloungewhileyouwait?HostingguestsG:That’sagoodidea.(Theygototheloungeandordersomedrinksforeach.)(Halfanhourlaterawaitercomestothetableoftheparty.)W:Wecanseatyourpartynow,Mr.Adams.A:Good!W:Pleasestepthisway,ladiesandgentlemen.(Leadsthemtoatablebythewindow)Willthistablebeallright,Mr.Adams?G:Yes,veryniceindeed.W:Here’sthemenu.I’llreturninafewminutestotakeyourorder.G:OK.HostingguestsW-waiter/waitressG-guestW:Goodevening,sirandmadam.G:Goodevening.W:Areyoustayingatourhotel?G:Yes,We’reinRoom1201.W:MrSmith?G:Yes.Imadethereservationfortwothisnoon.W:Wereserveatablebythewindowforyou.Wouldyoupleasecomethisway?G:Great.Thankyou.W:Hereisourmenu.Justcallmewhenyoureadytoorder.G:OK.GreetingandSeatingtheDinersW-waiter/waitressG-guestW:Goodevening,sir.Areyoureadytoorder?G:Yes,Iam.W:Yes,sir.Wehaveaverynicedishtoday,"DongpoPork".It'sourchef'srecommendation.It'sdeliciousandworthatry.G:OK,I'lltakeit.IknowlittleaboutChinesefood.What’s"SteamedBunStuffedwithPork"?W:It'satypicalCantonesefood.It’ssteamedstuffedbunwithporkinit.G:Isee.Iwilltakeit.W:OK.Anythingelse?G:IwouldliketotrysomeChinesewinethistime.W:Doyoucareforsomethingalittlestronger?TakingorderG:No.Whatelsecanyousuggest?W:WehavemanyfamousChineseliquors,suchasMaoTai,WuLiangYe,FenJiu,XiFengandsoon.WhataboutMaoTai,oneofthemostfamousliquorsinChina.G:Iwouldliketotryit.W:Goodchoice.Anythingelse?G:That’sallfornow.W:OK.Thedisheswillbereadysoon.IwillbringtheMaoTaitoyourightnow.G:Thankyou.TakingorderW-waiter/waitressG-guestW:Wouldyoulikeanythingelse,sirandmadam?G:No,thankyou.We'lltakethechecknow.W:Yes,sir.(Givesthechecktoguest)Hereitis,sir.G:(Goesoverthebill)What'stheRMB20for?W:That’s10%servicecharge.G:Isee.W:Howwouldyouliketopay?SettlethebillW:Willyoupleasetellmewhatyourroomnumberis?G:Room1201.W:OK.Wouldyoupleasesignforit,sir?G:Hereyouare.W:Thankyou,madamandsir.Ihopeyouenjoyedyourdinner.G:Thankyouverymuch.SettlethebillExercise&Practice09AccordingtotheEnglishtranslationstofindouttheChinesedishes.BeijingRoastDuckPorkShredswithFishSeasoningsChickenCubesFriedwithPeanutsinChiliSaucePorkLungsinChiliSauceBraisedDongpoPorkMapoTofuChickenFeetwithPickledpeppersTomatoSliceswithSugarBoiledChickenwithSauceRoastedLambHotPotSteamedBunStuffedwithPorkSauteedNoodleswithVegetables0102Mr.SmithwantstohavesomeChinesefoodforhislunch.Asthewaiter/waitress,trytorecommendsomedishesandtaketheorder.Mr.Smi