西餐厅服务英语教学ppt.ppt

1、北京开元名都大酒店西餐厅服务英语,NEW CENTURY GRAND HOTEL BEI JING WESTERN RESTERANTAN SERVICE ENGLISH,The key words of English study,Bravery Persistence Diligence,勇敢 毅力 勤奋,Departments in our hotel 酒店部门,Human Resources Division 人力资源部 Finance Division 财务部 Sales Marketing Division 市场部 Rooms Division 房务部 Food Beverage

2、Division 餐饮部 Sales Department 销售部,Western Restaurant Basic English 西餐厅基础英语,Departments in our hotel 酒店部门,Recreation Department 康乐部 Engineering Department 工程部 Security Department 保安部 Communications Department 公关部 Front Office Department 前厅部 Housekeeping Department 管家部 Purchasing Department 采购部,Dinner

3、 knife Dinner spoon Dinner fork,主餐刀 主餐勺 主餐叉,Introduce Tableware 餐具介绍,Tea spoon Fruit fork Butter knife Salad knife Steak knife,咖啡勺 水果叉 黄油刀 色拉刀 牛排刀,Introduce Tableware 餐具介绍,Chopsticks Chinese spoon Dessert fork/spoon,筷子 瓷勺 甜点叉/勺,Introduce Tableware 餐具介绍,chopstick rest Tray Ashtray bowl,筷架 托盘 烟缸 碗,Int

4、roduce Tableware 餐具介绍,Match Toothpick Toothpick holder Bottle opener,火柴 牙签 牙签盒 开瓶器,Introduce Tableware 餐具介绍,Towel Coffee cup White/red wine glass Ice water glass,毛巾 咖啡杯 白/红酒杯 冰水杯,Introduce Tableware 餐具介绍,Sugar bowl Pepper caster Milk jug Tea /coffee pot plate,糖缸 胡椒盅 奶盅 茶/咖啡壶 盘子,Introduce Tableware 餐

5、具介绍,Napkin Flower vase Table cloth,餐巾纸 花瓶 台布 打火机,Introduce Tableware 餐具介绍,Lighter,Condiment 调味品,table salt 盐 Surge 糖 Red /White vinegar 红/白醋 Chilly sauce 辣椒酱,Ketchup aniseed Shrimp sauce Curry,Condiment 调味品,番茄酱 八角大茴香 虾油 蒜,Garlic Mustard Pepper Oil,Condiment 调味品,咖喱 芥末 胡椒 油,卡盟 卡盟,Microsoft Office Powe

6、rPoint，是微软公司的演示文稿软件。用户可以在投影仪或者计算机上进行演示，也可以将演示文稿打印出来，制作成胶片，以便应用到更广泛的领域中。利用Microsoft Office PowerPoint不仅可以创建演示文稿，还可以在互联网上召开面对面会议、远程会议或在网上给观众展示演示文稿。 Microsoft Office PowerPoint做出来的东西叫演示文稿，其格式后缀名为：ppt、pptx；或者也可以保存为：pdf、图片格式等,Butter Ginger Soy sauce,Condiment 调味品,黄油 生姜 酱油,Main dish Drinking Dessert Buffe

7、t Coffee/tea,Food Introduce 食品介绍,主菜 饮品 甜点 自助餐 咖啡/茶,Beef Steak Salad Chicken Vegetables,Food Introduce 食品介绍,牛肉 牛排 色拉 鸡肉 蔬菜,Seafood Crab Oyster Shrimp Shell,Food Introduce 食品介绍,海鲜 蟹 牡蛎 虾 贝壳,Ham Sandwich mushroom Wonton Dumpling,Food Introduce 食品介绍,火腿 三明治 蘑菇 馄饨 饺子,Cake Chocolate Juice Ice cream Pudding

8、,Food Introduce 食品介绍,蛋糕 巧克力 果汁 冰淇淋 布丁,Boil Fry (deep-fry ) Grill Steam Roast Smoke,Ways of Cooking 烹饪方法,煮 煎 扒 蒸 烤 熏,Basic Guest Contact简单交流,Greeting 问候,Greeting 问候 Welcome to 欢迎光临 Pleasant stay 住店愉快 Good morning 早上好 Enjoy 喜欢,Greeting Key Words 问候-关键单词,Greeting Substitutions问候-句子,Welcome to our resta

9、urant. May I help you? 欢迎光临我们餐厅，我能帮助你们忙？ Im glad/pleased/happy/delighted to see you (again). 我很高兴（又）能见到你。 I hope you will enjoy your meal . 我希望你用餐愉快。,Back,Farewell 告别,Farewell Key Words告别-关键单词,Compliment Comments Nice trip Smooth flight Have a safe trip/journey Bon Voyage Service Satisfied Visit Loo

10、k forward to,赞赏 评论 旅途愉快 飞行顺利 一路平安 服务 满意 访问 期待,Farewell Substitutions告别-句子,Goodbye, thank you for come to my restaurant 感谢您入住我们的餐厅。 We hope you are satisfied with us. 我们希望您能满意我们的服务。 We look foreword to serving you again. 我们期待再次接待您。 Did you enjoy your meal? 您喜欢您的菜肴吗？,Back,Thanks 致谢,Thanks Key Words致谢-

11、关键单词,Understanding 理解 Valuable advice 宝贵意见 Appreciate 感激 Support 支持 Assist 协助 No problem 没问题 It is the least I can do 小事一桩 Dont mention it 不客气,Thanks Substitutions致谢-句子,Thank you very much/so much for your service. 非常感谢您提供的服务。 We really appreciate your kindness, miss. 小姐，我们非常感谢您的好意。 Im glad that you

12、re happy with our service. 我很高兴您能对我们的服务感到满意。 You are welcome. It is my pleasure. 不客气，我很乐意。,Apology 道歉,Apology Key Words道歉-关键单词,Delay 推迟 Apology 道歉 Careless 粗心的 Accident 事故 Inconvenience 不便 Regret 遗憾 Discomfort 不适 Take care of 关心,Apology Substitutions道歉-句子,Im apologize for the mistake. 我为这个错误道歉。 Im s

13、orry to hear that 我很遗憾听你这么说。 We fell very sorry about this. Ill take care of it right away. 我们很抱歉，我马上处理。 Please take care of this right away. 请马上处理此事。,Back,Useful dialogue实用对话,Booking Seats Service订位服务,Reservation 预定 Window table 靠窗位 Full 客满 Table for 4/5 4/5人桌 Confirm 确认,Key words,Booking Seats Ser

14、vice订位服务,Good afternoon.this is Isabella restaurant.what can I do for you ? Haw many of you may we expect in your party? Im afraid we are fully booked for tonight. May I have your name and telephone number ?,Substitutions,Booking Seats Service订位服务,C:Good morning.this is Isabella restaurant.what can

15、I do for you ? G:What time do you open in the evening? C:We open at 5:30pm sir,and we take the orders at 10；30pm . G:Good .Id like to reserve a table for tow . C:Yes sir.what time would you like table ,sir? G:I am not sure,perhaps around 8；00pm . Haw many of you may we expect in your party? Im afrai

16、d we are fully booked for tonight. May I have your name and telephone number ?,dialogue,Booking Seats Service订位服务,C:Fine.Ill reserve a table at 8；00，sir. May I have your name ,please? G:Bellow. Henry Bellow. C:Oh ,is there any chance of a table by the window ? My wife loves the harbor view. One more

17、 thing ,as it is her birthday ,I want it to be a celebration . C:I see.we have already received many bookings and though I cannot guarantee any thing, please be assured that well try our best,Mr.bellow . I hope youll understand. G:I do ,but I would appreciate it if it could be arranged. C:I ll try m

18、y best .we look forward to having you with us tonight,thank you for calling us. G:Good-bye. C: Good-bye. And have a nice day !,Seating Guests安排就坐,Key Words,Vacant seat 空座 Dinning room 大厅 Reservation list 预定表,Seating Guests安排就坐,1、Have you made a reservation with us ？ 2、Iam sorry sir ,the table by the

19、 window has been reserved. 3、We dont have a vacant seat at the moment . Would you mind waiting a few minutes? 4、Will this table be all right?,Important sentence,Seating Guests安排就坐,C:Morning sir, welcome to the Isabella restaurant . G:Morning. C:How many person ,please? G:A table for five ,please? C：

20、I m afraid all our table are taken ,sir .would you mind waiting until one is free? G:Well .how long will it take ? C:Im not sure ,sir . If you are in a hurry ,we also serve breakfast at the caf on the lobby floor. G:Thats too much trouble.I prefer to wait. C:May I have your name ? G:Yes,Michham. C:M

21、r, Michham ,could you take over there and I will give you a call when a table is free. G:Thanks.,dialogue,Taking Orders 点 菜,Key Words,1 order 2 appetizer 3 bread 4 soup 5 dessert 6 specialty 7 recommendation,点菜 开胃菜 面包 汤 甜点 特色 推荐,Taking Orders 点 菜,Important Sentence,May I take your order nom? What wi

22、ll be the pleasure? We have a buffet .you can have all you want for _ yuan. Im afraid this vegetable is not in season .would you like to try something else? Its our chefs recommendation . What kind of dressing would you like on your_ ?,Taking Orders 点 菜,dialogue,C: Would you like some wine for your

23、meal, sir? We have a good selection of classified Bordeaux wines and Californian wine. G: Wed like to take some wine with the dinner. W: Here is the wine list. Place take your time. ( After a few minuets the waiter comes back to the table.) W: May I take your wine order? G: There are so many wines h

24、ere. We really dont know which one to take. C: What about a bottle of Chateau Haut Lafite? It is very good. Many guests give high comments on it. G: Fine, a bottle of this wine then. ( The waiter takes the order ) C: ( Presenting the bottle to the guest ) This is the bottle of Chateau Haut Lafite 19

25、64 G: Aha, it looks quite all right.,Serving Dishes 用 餐 服 务,Key Words,1 taste/tasty 2 delicious 3 tender 4 satisfaction 5 flavor,味道 美味的 嫩的 令人满意的 风味,Important Sentence,Serving Dishes 用 餐 服 务,1May I take order for you now ? 2 Which flavor would you prefer , strawberry or vanilla 3 How much longer are

26、we going to have to wait for our dinner? 4 Here are the Fried Carp and the Roast Beef.,dialogue,C: Heres your fish-maw soup, maam. G: I dont think I ordered this. C: Ill check. Im afraid there is no mistake, maam. This is the dish you ordered. G: I dont think I want it. May I Change it? C: Im afraid

27、 not. Once it ordered and serve it cant be exchanged. G: That all right. Is my order coming pretty soon? Ive been waiting for long time. C: What have you ordered? G: Steamed bass. C: Oh, that takes quite a while to prepare. G: Ive an appointment at noon. Could you tell the cooks to hurry? C: Certainly, maam. Ill tell them right away.,Serving Dishes 用 餐 服 务,Guest Complaints顾客投诉,Key Words,1 look into 2 excuse 3 fresh 4 stained 5 tough 6 raw,调查 原谅 新鲜的 过熟的 硬的 生的,Important Sentence,Serving Dishes 用 餐 服 务,1 Whats the problem ,sir? Can I be of assistance? 2 This is quite unusual. I ll look i