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

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.UnitSevenFoodandBeverageServiceinWesternStyle

LearningObjectivesPositionDescriptionDiscussionTaskList

01020304

LearningGuideList05USEFULSENTENCESDialogueExercise&Practice06070809Evaluation10Skills&SupplementKnowledgeIdeologicalandPoliticalElementVOCABULARYLearningObjectives01KnowledgeObjectives:Makestudentmastervocabularyandphrasesrelatedtofoodandbeverageserviceinwesternstyle.Makestudentmastersomeusefulsentencesanddialogueoffoodandbeverageserviceinwesternstyle.Makestudentmastertheproceduresoffoodandbeverageserviceinwesternstyle.LearningObjectives01CompetenceObjectives:Fosterstudent’sabilityofservingguestinawesternstylerestaurant.Fosterstudent’sabilityofbillingtheguest.Improvestudent’sskillofsatisfytheneedsofguests.LearningObjectives01AffectiveObjectives:Trainstudent’sabilityofcommunicationandcooperation.Makestudentmorequalifiedandprofessionalintheirfieldthroughleaningandpractice.LearningObjectives01Emphasis:Workingprocedureoffoodandbeverageserviceinwesternstyle.Makedialogandrole-play.LearningObjectives01Difficultpoints:ProvidefoodandbeverageserviceinwesternstyleaccordingtoworkingprocedureandstandardinEnglish.Howtoserveguestinthesimulationscenario.LearningObjectives01PositionDescription02TheF&BDepartmentservesavitalfunctioninguestserviceandinmaintainingthehotel’svaluedreputation.InWestern-stylerestaurants,theguests,andtheircomfort,needs,andenjoyment,aretheprimaryfocusoftheentirestay.Courteousandpersonalizedserviceisparamountforcreatingalastingimpressionontheguests,thisshouldbethegoalofeveryhotelF&BDepartment.Discussion031.What’sthedifferentpointsofservingproceduresbetweenWesterndishesandChinesedishes?2.Howtosatisfytheneedsofguests?TaskList04PurposeProvidefoodandbeverageserviceinwesternstyleSituationServeguestinwesternrestaurantMaterialsMenu,note,POSActionsReceivereservationGreetingguestSeatingguestTablegreeting/BeverageorderTakeorderOrderinputServemeal/cleartableDessertandcoffee/teaservicePresentbillCleantablePurposeProvidefoodandbeverageserviceinwesternstyleStandardsReservetableforguestaccordingtoguest’srequestandfavour.Greetguestinfriendlyandprofessionalmanner.Makeeyecontactandinteractwithguest.OffermenuandrecommenddishOfferassistancewithcoatsandpackages.Offerchairassistanceandremoveextraitems.Greetguestwithintwominutesofseating.Presentmenuandwinelistandexplainthespecialsoftheday.Answeranyquestionsabouttheitemsonthemenu.Takeorderstaringwithladiesfirst.Up-sellifpossible.Obtainfullandcompleteorders.Inputorderintosystem.Preparebeverages.Servedishesinaprofessionalmanner.Dishesbeclearedwithintwominutesofguestfinishingmeal.Removeextraandnon-usedutensils.Offerachoiceofdrinksanddesserts.Billmustbepresentedinacleanfolderortraywithhotelpen.Billshouldbuitemizedandcorrect.Collectpaymentandreturncorrectchange.Thankguestforcomingandinvitethemvisitagain.PurposeProvidefoodandbeverageserviceinwesternstyleTaskTakefoodorderTakewineorderSettlethebillLearningGuideList05TopicRoomreservationObjective/ChecklistVocabularyandphrases:17Sentences:16Dialogues:3Providerestaurantservice.Beproudoftheirfuturejob.CommunicationandCooperation.Bequalifiedandprofessionalinthefield.CultureconfidenceResourceTextbookPPTvideoDubbingMicrolectureMethodDiscussionandSituationProcessPre-class:Vocabulary&Sentence&DialogueIn-Class:Exercise&Dubbing&Practice&RoleplayPost-class:Skills&&IdeologicalandPoliticalElementSummaryVOCABULARY06prepare/prɪˈpeə(r)/vt.准备steak/steɪk/

n.牛排recommend

/ˌrekəˈmend/

vt.推荐，介绍；vi.推荐；建议medium

/ˈmiːdiəm/

adj.中间的，中等的；半生熟的rare/reə(r)/

adj.半熟的welldone/ˌwelˈdʌn/

adj.全熟的maincoursen.主菜dessert

/dɪˈzɜːt/

n.餐后甜点；甜点心tasty/ˈteɪsti/

adj.美味的；n.可口的东西；引人入胜的东西import/ˈɪmpɔːt/

n.进口；输入；v.输入，进口list/lɪst/

n.列表，清单，目录comment/ˈkɒment/n.评论；意见perfectly/ˈpɜːfɪktli/

adv.完美地；完全地；无瑕疵地match

/mætʃ/

v.相配separate/ˈseprət/

adj.分开的；单独的v.（使）分离，分开signature/ˈsɪɡnətʃə(r)/

n.署名；签名；信号present

/ˈpreznt/

v.提出；展现；adj.现在的；n.礼物；现在，目前USEFULSENTENCES071.Howmanypeoplearethereinyourparty?2.Iwouldlikeatablebythewindow.3.Hereareourmenus.4.Wouldyoulikesomethingtodrink?5.Areyoureadytoordernow,sir?6.MayItakeyourordernow,madam?7.Whynottrythelobster,sir?It’sreallytasty.8.Whatkindofmaincoursewouldyoulike,sir?9.Whatstartersdoyouhave?10.I'dliketoorderanappetizer.11.Iwilltrythelamb.12.MayIhaveasteak,please?13.Howwouldyoulikethesteakprepared?14.Whenwouldyoulikethewinetobeserved,withthemaindishorwiththefirstcourse?15.CanIhavemybillplease?16.Iwouldliketoseparatethebill.Dialogue08W-waiter/waitressG-guestW:Goodevening.Welcometoourrestaurant.Howmanypeoplearethereinyourparty?G:Hello.MywifeandIwouldliketohavedinnerhere.W:OK.Pleasestepthisway.Isthistablegoodforyou?G:Iwouldlikeatablebythewindow.W:Noproblem,followmeplease.G:Wonderful,Iliketheparkview.W:Hereareyourmenus.Wouldyoulikesomethingtodrink?Wehaveavarietyofteas,sodas,juices.Besides,wealsohaveabeer,wine,andcocktaillistifyou'dliketotakealook.TakefoodorderG:Great.Iwouldliketotrythelocalbeerandorangejuiceformywife.W:Verywell.Iwillberightbackwiththoseandtotakeyourorder.(afterawhile)Hereareyourdrinks.Arewereadytoorder?G:Yes,wewillshareavegetablesalad.Mywifewillhavethischickenwithmushroomsontheside.Iwilltryyourhousesteak.W:Excellentchoice.Howwouldyoulikethesteakprepared?G:Howdoesthechefrecommendit?W:Thechefrecommendsittobecookedmediumrare.G:Mediumrarewillbefine.Thankyou.TakefoodorderW:It'smypleasure.Iamgoingtoputyourorderinnowandbringitoutassoonasitisready.Iwillbebacktoseeifyouneedanotherdrinkinafewmoments.(theguestsfinishtheirmaincourse)W:Howiseverythinggoing?G:Fabulous.Thefoodisreallytasty.Mywifewillhaveachocolatecakeasdessertandonecupofcoffee.Iwouldlikeacupofblacktea.W:OK.TakefoodorderW-waiter/waitressG-guestW:MrSmith,wouldyoulikesomewineforyourmeal?WehaveagoodselectionofclassifiedBordeauxWineandCalifornianWine.Theyarespeciallyimportedbyourhotel.G:We'dliketotakesomewinewiththedinner.W:HereistheWineList,MrSmith.Pleasetakeyourtime.(Afterafewminutesthewaitercomesbacktothetable.)W:MrSmith,mayItakeyourwineorder?G:Therearesomanywineshere.Wereallydon'tknowwhichonetotake.TakewineorderW:Whataboutthisredwine?Itisverygood.Manyguestsgivehighcommentsonit.G:Fine,abottleofthiswine.W:(Presentingthebottletotheguests)Thisisbottleofredwineisyearof1984.G:Great,itlooksquiteallright.W:Whenwouldyoulikethewinetobeserved,withthemaindishorwiththefirstcourse?G:Openitnow,please.W:MrSmith,wouldyoupleasetastethewine?G:Excellent!Thankyouforyourrecommendation.TakewineorderW-waiter/waitressG-guestW:Howiseverythinggoing?G:Great.Thewineismatchingwithfoodperfectly.CanIhavemybillplease?W:Certainly,sir.Justaminute,please...Hereisyourbill.ThetotalisRMB186.G:OK.Iwouldliketoseparatethebill.W:Noproblem.Soit’sRMB86forthechickensetmealandRMB100forthesteak.Howwouldyouliketopay?G:PutRMB100onthiscreditcardandtherestpayincash.W:OK.MayIhaveyoursignaturehere.G:Yes.Hereyouare.W:Thankyou.SettlethebillExercise&Practice09Listentotheconversationandfillintheblanks.1.Waiter:Areyoureadyto

,madam?2.Certainly.It’s

marinatedsalmonslicesservedwithtoast.3.IthinkI’llhavethatfora

.4.Andwhatwouldyoulikeas

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