餐饮与服务英语全套教学课件.ppt

1、餐饮与服务英语,Unit 1 Basics of Food and Beverage Industry,Introduction With the life standard improving rapidly, peoples demand for food and catering service is also changing rapidly. Such changes reflect the improvement of modern life style and life quality. Firstly, people demand that the food should pr

2、ovide overall and balanced nutrition.,Now people have realized the harmfulness of food with high protein, fat, and calorie, and hence begun to ingest more different nourishment. Secondly, people are paying more and more attention to the sanitation of the food and the catering service. At last, the c

3、atering service industry has been increasingly standardized and individualized.,Dialogue 1 Western-style Food Tom: Hi, Michael, I havent seen you for ages! Hows everything going? Michael: I am fine, thank you. I have opened a western restaurant by myself. Tom: Really? It must be very interesting. Te

4、ll me something about it. Michael: Sure. Our restaurant provides the customer with western-style breakfast, lunch and supper. The breakfast includes American breakfast and Continental breakfast. Western people think much of the breakfast1 and they believe a satisfying breakfast means a happy and sat

5、isfying day!,Tom: I see, but is there any difference between these two types of breakfast? Michael: Yes. American breakfast is more plentiful than the Continental. In addition to juice, tea, coffee, bread and toast, American breakfast also offers cereals and eggs cooked in different ways. Tom: Then

6、what about lunch and supper? Michael: The menus for lunch and supper are quite similar. But generally speaking, people dont have a long time for lunch, so they prefer some business lunch or fast food. And the supper is the dinner and usually much more formal. Tom: What will be served in a dinner?,Mi

7、chael: You can take a table dhote order or an a la carte order. Tom: I beg your pardon? Michael: A table dhote is a complete meal of several dishes served at a fixed price. And a la carte means the food is served according to a list or menu where each dish has its own separate price. Tom: I see. Wha

8、t do you have for the dinner? Michael: In a dinner, the appetizer, soup, entre or main course, dessert and beverages will be served in order. You will have many decisions to make. Tom: Ah, I will visit your restaurant and try your western dishes another day. Michael: Anytime.,Dialogue 2 Chinese Food

9、 is My Favorite Zhang: Hi, David, is it the first time you have come to China? David: Yeah. China is really an amazing country. Zhang: So you have got used to the life here, havent you? David: Sure. Chinese food is my favorite!,Zhang: You know, Chinese cuisine is well-known as one of the greatest cu

10、isine all over the world, and its known for its remarkable diversity of cooking styles, the abundance and delicious range of ingredients. David: I was told that there are dozens of different basic ways in Chinese cooking, including roasting, frying, boiling and so on. All of them draw out the best i

11、n the ingredients. Zhang: Thats true. You know, Chinese cooking is subdivided into many schools notable for their local flavors. David: What are they?,Zhang: The most popular and well-known schools include Beijing cooking, Sichuan cooking, Guangdong cooking and Shanghai cooking. David: Hey, tell me

12、something more. Zhang: These four schools of cooking represent different cooking styles in various Chinese areas respectively. For instance, most Beijing food has a high calorie value answering the demands of the cold northern climate. David: I know Peking Duck, Mutton hotpot, Sichuan hotpot, Canton

13、ese soup, and Shanghai crab. Zhang: Ah, you have been an expert on Chinese cuisine. David: No, I need more time to taste all of the Chinese delicacies. Zhang: Then youd better mind your stomach and body weight!,Passage 1 The Categories of Restaurants and Restaurant Service In modern society, caterin

14、g service has become both a sort of necessity and a sort of enjoyment. The industry will offer people a wide range of needs and tastes to meet their different demands. These differences bring about various types of restaurants. In terms of the food and services they offer, restaurants basically fall

15、 into four categories: the gourmet restaurants, the family-type restaurants, the specialty restaurants, and the convenience restaurants.,A gourmet is a person who can appreciate the best in food and drink, and who is good at choosing combinations of dishes, good wines and so forth. A restaurant that

16、 offers meals appeal to such a person is a gourmet restaurant. These restaurants are the most expensive and luxurious of all restaurants. A family-type restaurant is an eating-place serving simple food at moderate prices that appeal to family groups. The principal feature is the standardized food an

17、d service it offers to its customers. Many of these restaurants are owned by chains or operated under a franchise.,A specialty restaurant offers a limited variety or style of food. It is a restaurant with special dcor, furnishing and whats more, a specific choice of dishes. It may also be referred t

18、o as a theme restaurant or an ethnic restaurant. Both the quality of the food and the prices are usually between those of the gourmet and family-type restaurants. A convenience restaurant serves customers who want to eat in a hurry and are interested in fast service, cleanliness and low price. A mod

19、ern variation of this type of restaurant is the fast food operation. Thousands of these establishments have sprung up all over the world in recent years. Fast foods are those that can be prepared, served and eaten quickly. The most typical fast food probably is the hamburger, and the fried potato st

20、rip.,There are mainly five kinds of restaurant services. They are gueridon service, silver service, plate service, buffet (self-catering) service and takeaway service. The first three kinds of services are sit-down services. In gueridon service, the waiter must always be well-trained and skilled for

21、 he has to perform such things as filleting, carving and cooking special dishes in front of the guest. In silver service, the food is prepared in the kitchen and brought to the guests table on a silver tray. In plate service, the waiter takes the planted meal from the service hotplate and then put t

22、he plate on the guests table. All that he has to do is to make sure that the correct lid is laid and the necessary accompaniments are available on the table. In buffet service, a guest picks his/her own tray and cutlery from one end of the service table and chooses whatever dish he/she likes. A buff

23、et service can be both a sit-down one and a stand-up one. Takeaway service is usually associated with snack bars and fast food cutlets.,Passage 2 The Work in a Restaurant Ranging from dishwashers in a kitchen to executives in international chains, there is a wide variety of work to be done in the re

24、staurant and catering service business. Generally speaking, the work in a restaurant can be divided into three sections, which in turn form an integral system-the management jobs, production jobs, and merchandising jobs.,The management jobs in a restaurant are essentially administrative. Management

25、personnel set and carry out policies for the business. Production people are responsible for the product-the food that comes out of the kitchen. They may include the chef, the assistant and specialty chefs, dietitians, kitchen helpers, and dishwashers. Chefs in most restaurants not only are responsi

26、ble for food production but also have management responsibilities. An executive chef is one whose duties are primarily managerial. The merchandising personnel here refer to staff members who try to sell the product of a restaurant, including promoting the food and creating an atmosphere pleasing eno

27、ugh for customers. They are usually service staff working in the dining room. Direct merchandising in the form of advertising or public relations is a management responsibility.,A restaurant is made up of the food and beverage manager who directs the work of the restaurant, the purchasing steward wh

28、o buys, receives and stores food and beverages for the restaurant, the executive chef who decides on the items on the menus and coordinates the preparation of the food and beverage, the chief steward who is in charge of sanitation, the headwaiter who is responsible for serving the food and beverages

29、 to the guests and the food and beverage controller who maintains control over the system, prepares statements for the management and analyzes all stages of the food and beverage operation. Under these people are storekeepers, pantry men, icemen, chefs, chef assistants, butchers, pastry men, bakers,

30、 waiters and waitresses, busboys, bartenders, porters and bar boys.,Unit 2 Reservations,Introduction A reservation is a recorded promise or guarantee of a table in a restaurant. Taking reservations is a section of great importance for a restaurant; therefore, it is advisable to keep the number of pe

31、rsons authorized to take reservations to a minimum. This will limit the chance for errors and confusion. Ideally, it is best to assign to one person per shift the responsibility of taking reservations. This person should keep the reservation book close by so that he or she can refer to it directly.

32、This practice will avoid overbooking and losing reservations. In the case that an unauthorized person is the only one available to take a reservation, the name and telephone number of the party should be noted and turned over to the authorized person, who will follow up the request.,Dialogue 1 Reser

33、vation on the Phone Clerk: Pacific Hotel. Can I help you? Guest: Yes. Could I make a reservation at the Garden Restaurant? Clerk: Certainly, Maam. For how many people and when will you be coming? Guest: Its for myself and my husband-on Friday the 23rd. Clerk: So thats two people for Friday the 23rd.

34、 In whose name, please? Guest: Zhang. Clerk: Mrs. Zhang. Thank you. What time is it for? Guest: 7:30. Clerk: Let me just confirm. Thats a table for two at 7:30 on Friday the 23rd in the name of Zhang. Guest: Yes, thats correct. Clerk: Thank you very much, Mrs. Zhang. Guest: Thank you. Goodbye. Clerk

35、: Goodbye.,Dialogue 2 Fully Booked Waiter: Chinese Restaurant. Good morning. Can I help you? Guest: Yes. Id like to make a reservation for two for this evening at 8:00. Waiter: Im sorry, sir. There arent any tables left for 8:00, but we can book one for you at 9:00. Guest: No, thats too late. Waiter

36、: Im terribly sorry, sir. Guest: How about tomorrow evening? Waiter: Weve received many booking for tomorrow evening. So we cant guarantee. I hope youll understand. Guest: I do, but I would appreciate it if you could arrange it. Waiter: Ill try my best. Would you please leave your name and room numb

37、er? Guest: My room number is 315, Mr. John Smith. Waiter: Ill call you when there is a free table for tomorrow evening at 8:00. Guest: Thank you very much. Bye. Waiter: Bye.,Passage 1 A Brief Introduction of Reservation Reservation is an indispensable procedure for group or large repast organized in

38、 dining rooms or banqueting halls of many star hotels. It is helpful for making clear the number and names of guests, and also for guaranteeing the efficiency and quality of service work. It is, therefore, a necessary step of food service in star hotels. However, reservation is not needed in those r

39、estaurants where the turnover of seats for dining is high.,Reservation may generally fall into five categories: spot reservation, communication reservation, instruction reservation, voluntary reservation and entrustment reservation. Spot reservation refers to that a guest comes to the hotel in perso

40、n to have a conversation with the people concerned in the hotel and pay some cash in advance. Communication reservation means that a guest makes food reservation by mail, telex or telephone and so on. Instruction reservation is the one of having dinner after meeting for governmental organizations. V

41、oluntary reservation is an active way by which employees in a hotel go out to call on their guests on their own initiative so as to expand the market. Entrustment reservation implies that a guest entrusts an employee in a hotel or other people with making reservation on his or her behalf.,The conten

42、ts of reservation generally include such basic information as guest name, or name of group or company, telephone number, address, number of guests and sit-down time. Guests requirements should be included as well, for example, the type and number of tables or private rooms needed, the quota for the

43、expenditure on food, menu, wine list, specification and items of service. After the reservation is confirmed by the hotel, a requisition will be issued and passed to dining rooms or banqueting halls, and the reservation will also be filed at the same time. In some hotels, the reservation is often in

44、put into the intranet, by which some thorough information can be provided in detail, such as the number of dining tables and diners, the time for service and which waiters or waitresses are needed. By doing so, the efficiency and benefit of food service are greatly improved.,In the course of reserva

45、tion, much attention should be paid to the criteria of time, contents and procedure. In addition, the question of link-up between different guests should also be taken into account. If the time spent on dining by the guests who have made reservation in advance exceeds the expected time, whether othe

46、r guests will have their dinner on time is probably to be affected. Therefore, when taking reservations the clerk in a hotel should also consider how much time it takes to set and clear the tables and to prepare the food. Guests waiting time should not be ignored, either. The intervals between reser

47、vations will be arranged reasonably. In a word, when taking reservation, a hotel should, according its own circumstances, guarantee that there is enough time between every two groups of guests.,Passage 2: Taking a Reservation When the guests intend to take dinner in a restaurant, especially in a pop

48、ular restaurant, they need to make a reservation in advance. When the clerk receives the call, he needs to ask for several questions including the name of the guest, the arrival time, the number of the guests, and whether they need non-smoking area or not, etc.,For restaurants, reservation is a prom

49、ise to guests. If a restaurant has promised to reserve tables for guests, it must keep its commitment, but if it is beyond the cut-off time and the guests who have made reservation dont come, the tables reserved may be used by other guests or the reservation can be cancelled. And thereby, when discu

50、ssing the sit-down time with customers, a restaurant should not only make an emphasis on the importance of time, but also actively find out the alternation or amendments of the time, and their actual arrival time. For those groups of guests whose arrival time cannot be definitely made certain, a res

51、taurant had better make a contact with them again before the coming of the sit-down time to affirm their approximate arrival time. Under no circumstance are the guests disappointed to find that there is no food for them after their arrival at the restaurant. The clerk in a restaurant should keep in

52、mind the following points:,Firstly, when taking reservation, the clerk should inform the guests of trying their best to arrive on time, and that if the reservation must be amended because of something special, the guests should contact with the hotel in advance so that the restaurant may have time t

53、o make preparation. Secondly, if the guests and the restaurant have agreed to alter the sit-down time, or the guests have already made a promise to the restaurant that they will surely come, the restaurant should wait as long as possible.,Thirdly, those guests who dont make reservation should be ser

54、ved as well. It is the duty of the restaurant to do so under special circumstance while it may sometimes not be in accordance with the routine of service of the restaurant. Accordingly, it is absolutely necessary for a restaurant to provide service for those guests who dont make reservation. With mo

55、st small restaurants, its not necessary to make reservation ahead of time, you can just walk in and get a table. But sometimes, especially during peak times, it can get especially crowded. You may not be able to get a table right away.,Fortunately, most restaurants have developed ways to avoid this

56、problem without having to turn away potential customers. Most restaurants have a waiting area where people can sit while they are waiting for a table to become available. When a restaurant is busy, just go to host and give your name and the number of people in your party. They will put you on a wait

57、ing list and call your name when your table is ready. If you want to go outside and do something else while you are waiting, some innovative restaurants even issue small pager-like devices to notify you when you should come back.,Unit 3 Greetings and Farewells,Introduction A bright smile with a chee

58、rful “good afternoon” goes far in establishing the image of a restaurant. Certainly “thank you”, “Im sorry” and “please” cannot be said enough in the catering industry. People working in the restaurant business must be outgoing and not afraid to speak with total strangers. Their voices must be clear

59、 and understandable, and they must convey sincerity.,Dialogue 1 Receiving the Guests without a Reservation Waiter: Good evening, sir. Guest: Gee! So busy here. Could you arrange us a table for two, please? Waiter: Do you have a reservation? Guest: No, we dont. Waiter: Well, Im sorry, but I dont think I can do much to help you for the moment. Were filled up right now. Guest: But we are leaving this city tomorrow morning. Were told the food served here is tasty and delicious. You wont have us leaving the city with a pity, will you? Waiter: Well, certainly not. But do you mind waiting? G